I have used RTR for military ball gown rentals since 2013. I LOVED it in the beginning, but as time goes on, I am less happy with every order, particularly since they released RTR Unlimited.
This is now my 6th or 7th ball gown rental in the span of 6 years. The second-to-last rental I received, the size 4 was so large it fit like a size 8 or 10, but the size 6 fit like a glove, leading me to think either dress had been altered by someone else or the sizing was just messed up. It was also their own "Slate & Willow" brand, so I vowed to never select that brand again. I overlooked this "issue" and decided to order them for my most recent ball here. Big Mistake.
I spent hours and days 6 months before the ball scouring photos and reviews for the "perfect" ball gown. I found it, and booked it exactly 4 months in advance (as far as you can). I knew it was prom season, and wanted my dress locked in. Week of the ball, I noticed the dresses weren't shipping out as early as they usually do. So 2 days before, I call and ask about the order and they inform me they will ship after dry cleaning. 1 day before they were supposed to arrive, I call again... dresses just need to go through quality control. That evening before they were supposed to arrive to me, I get an email at about 8 pm that my primary size choice won't be shipping, and I can pick a replacement. Well it's prom season, and they are LITERALLY sold out of everything... I didn't want a replacement, I wanted the dresses I ordered, paid for, and spent hours researching. I even bought all the accessories to match said dress. I called and asked for about 12+ dresses before I found one available in my size, of course it was not something I wanted at that point, but I was nervous my backup size in my first choice wouldn't fit. It was also 1/3 of the price I paid for my original dress. They promised to overnight that replacement dress to me and I would still have it one day before the event. Well... of course that is not the case... tracking on that shipment has stalled and for whatever reason, they decided to send it 3-day instead of overnight. So it won't arrive until Saturday... after my Friday event... and after I have already returned my other dress at noon on Saturday. I am so so fortunate that the backup size in my primary choice dress fits, so the replacement is not needed, but I am now "on the hook" for this dress that I didn't want, don't need, etc... I just know the "late fees" will come next week for this replacement dress, and there goes another headache that I don't even want to think about.
It has been a stressful week dealing with them, between the worrying about the ONE dress size fitting me (I have literally 0 backup options at home--as I said, I rent all my ball gowns), and calling and emailing them for help.
Also, their chat function on the website doesn't work, it's a "front" to send them an email. I have sent them so many emails and they never respond, let alone in a timely manner. When you call them, you have to wait 30+ minutes only to be given scripted responses.
I LOVE the quality of their ball gowns (all other dress have been so lackluster, imo), but their customer service and issues with the last few dresses means I will no longer order from them. I am also greatly embarrassed that I have recommended them to friends renting from them for the first time, and I am hoping they don't have the issues that I do. Lost a long-time customer from me.
Oh... and don't get me started on my opinions that they A) inflate the "retail price" of the dresses B) they charge 200% of the retail price if a dress is stolen or missing or never returned, which angers me since that is linked to point "A", why not just replacement cost? C) I also have this sneaky suspicion that the designer dresses aren't "designer," but rather that they buy the rights or patterns and make them in their own sweatshop and put a designer label on it. I have never seen any of my gowns available for purchase through other sources. I could be wrong, but I have had this hunch for awhile now.
UPDATE: I feel it is only fair to provide an update to the situation. After MANY phone calls to RTR about the back-up dress that was going to be arriving AFTER my event, they re-routed it back to them, so I didn't have to deal with returning it and the possible late fees (yay for me, but I still shouldn't have had to do all this extra work). They also promised me a small refund back to my credit card, and of course after 7-10 days, I never saw it, so I had to contact them AGAIN to ask where my refund they promised me was (I never even asked for it, they graciously offered it to me), and I got some drama about refunds taking 7-10 days, but then it came immediately after I asked about it's status. IDK... the whole company seems shady now and even with the small refund, it wasn't worth the headache. I also can't trust that things will work out for me in the future, so I don't foresee any future orders.
About 2500 in fees because UPS lost the package... greattttttttttttttttttttttttttttttttttt
Never again! Never
I also had a crappy experience. My daughter and I went to the show room on Varrick Street. They sales person was very helpful, but they did not have the dress I wanted in the showroom. I was showed a bunch of stuff I wasn't interested in. The website sucks not to mention when I called the showroom NO ONE RETURNED MY CALL! I wanted to rent a Herve Leger dress for a wedding. What is described as being an easy feat WASN'T. That was a year ago! Every once in awhile I would look to see if improvements were made... obviously NO. All I see is crappy reviews, so it kind of confirmed for me that this place is BS. #renttherunwayisafalsehood #alternativefacts
Rip off.
Horrible websight; dresses did not show up on day of wedding. Nightmare
I love Rent the Runway. I would never be able to afford my own Herve Leger or Nicole Miller dress, but I can totally get them all for special occasions with RTR. I'm also a little embarrassed to mention it, but I also am kind of fascinated by Rent the Runway's Beyonce Boutique: http://www.renttherunway.com/beyonce?nav_location=mainmenu&action=click_submenu_image_Dropdown_Mar2013_WhatsNew&object_type=top_nav
Hope you enjoy RTR as much as I do.