Rent The RunwayReviews 656

Do not trust this company if you have an important event. I ordered my dress almost two months ago only to be notified via email the day before it's arrival that it was not available. I had taken time to read reviews, find similar body types, etc. I scrambled to find an alternate in the 5.5 hour deadline that the (again) email provided as many styles were sold out. I was on hold for to hours before I gave up trying to get help from their "style experts". I emailed the company asking why they did not call me pointing out that I could have missed the email window entirely and they responded that they thought email was the most efficient way.

The alternates arrived the next day. The dresses were so disappointing. One alternate dress that I actually loved had a broken zipper, one was visibly worn, stretched out, and not in good condition, and the original alternate size of my original canceled dress was, of course, the wrong size. I tried to order another last minute dress to be overnighted (in my remaining 3 hour window listed on the website) only to find out that there were NO more dresses available. I called and was placed on a one hour call back to which I received a call back almost three hours later. Guess what? They couldn't help me and honestly could not have cared less that I was out a dress. I got a refund and went via email so I had a record.

DO NOT ORDER FROM THEM. I placed a rent the runway order on 9/2/19 for my SISTER'S wedding which is on 10/6/19. On 9/28/19 they reimbursed be for the dress WITHOUT sending me an email that my order was cancelled. Delivery was scheduled on 10/3, and when my package didn't arrive I called RTR where they told me they had to perform a systems upgrade and that my order would not come through. This customer service is TERRIBLE and had no consideration for me as a person who ordered dresses for her sisters wedding. They gave me no notice and no sympathy. It also left me with nothing left to wear at the wedding. Please do not rely on them for an order.

I NEVER write reviews, but this experience was terrible. I used RTR a few years ago and had a great experience. Customer service was efficient, helpful, and user-friendly. Fast forward to this year and it was a complete 180. I ordered a dress for a gala over a month in advance, RTR emailed me the day before the event saying the dress would be late and would arrive the day of the event. Essentially, if a dress didn't work, I would be screwed and have to go buy one the day of. I called customer service once I received this email and wait times were over an hour. I emailed them with no response and tried calling customer service again multiple times that day (talk about a waste of a Friday)-wait times continued to be 2-over 3 hours. When the dresses arrived on event day, one of them reeked of body odor, but I was able to make one work for the gala. RTR credited my RTR account $30 for the "inconvenience," so I sent another email stating I would like my credit card refunded since I won't be using their service again. This morning (2 weeks later) I finally received a response, they apologized profusely and refunded me 100%. It's a bummer that this company has gone so downhill, as I loved using them before. Save your time, money, and stress and don't use RTR.

Wow, what a waste of my money. I signed up for Unlimited b/c I had a few major events happening back-to-back-to-back over a two month time frame, and it seemed like the most affordable way to go. WRONG.

My first dress delivery, right after signing up for RTR Unlimited, showed 'Working' in the app. Come the day of delivery (two days pre-event), no dress delivery. I waited until 8pm, as their customer help states that some deliveries take until that late, and no dress. I called the customer service line, to find out the wait is over an hour to speak to a representative. I was given an option to hold my place in line and receive a call back, so I took it. No call back every came.

I sent an email to their customer service expressing my concern about the dress not making it in. The next day (1 day pre-event) I was told it was 'an error' and they cancelled my order. They then "graciously" opened those spots so I could place another order, that would arrive AFTER the event I needed the dress. I replied and asked that they reinstate my order and asked if they could either A) Overnight the order to me or B)give me a link so I could post a review on their site. I never got a reply email, and the order was never reinstated.

I placed another order online for another event I had to attend, which I returned the day after it arrived, after using that dress for the event. I then waited three days after the delivery was shipped out of the UPS office back to RTR, and my RTR Unlimited spots did not open up for me to fill a new order. I had another event approaching three days away, and with them not opening my spots and not replying to my email inquiries, I just decided to throw in the towel on RTR.

I took my awful RTR Unlimited experience as a loss and just decided to cut ties with them. Although they have a great selection, their RTR Unlimited turnaround is a joke and their customer service is non-existent. I would HIGH RECOMMEND against using the RTR Unlimited service. I'd rather spend the money to buy a dress than deal with their headache again.

I've used Rent the Runway for many years now and have loved it. But I've been on hold for over 3+ hours (first told the wait time would be 1 hour, then 2, and just received notification I'll have to wait 4 more hours...) hoping to speak to someone about a dress rental that doesn't fit. I am a member of their Update service and I need to switch out the sizing on a dress for a wedding I am attending, but I haven't been able to reach anyone for days. In abundance of caution, I decided to also place an order for a dress through their Reserve (4 day rental) service, but I just read on their website that they are cancelling all short-term orders because of some operational snafu... but they haven't reached out to me about whether my order will actually be cancelled or not. So I have no idea if this order will actually be shipped out to me or not, and now I don't know if I will even have a dress to wear. I've tried calling & emailing, and just resorted to tweeting... and I don't know if or when they will even respond regarding my Update & Reserve orders.

This was my first time using RTR and as a first-timer, I got to order a 2nd style for free in addition to the 2 sizes of my first choice, I was really excited! I had a wedding to attend on Saturday and chose to have my dresses arrive Thursday.
The day my dresses were supposed to be delivered (2 days before the wedding) I realized that I never received any tracking info and so started out by emailing RTR for some help. After a couple of hours with no reply, I tried to call and found the wait time to be "over 3 hours". After finally getting a rep on the phone I was told that my dresses hadn't even shipped yet due to delays, whatever that means. She assured me that my dresses would likely ship out that night and arrive Friday morning. Never happened, no dresses, and STILL no email acknowledging the situation. By Friday afternoon I decided I had to go out and shop for a dress since clearly this wasn't going to work out.
End of story: My first choice dresses never even showed and my 2nd choice dress arrived on MONDAY. I never received any email replies to my multiple emails literally pleading for help. I only got in touch with someone after sending a DM on Instagram expressing this totally f-d up situation. How a company that offers this type of service can be so completely unreliable and unresponsive is unbelievable. I was left to scramble 1 day before my event thanks to RTR and will NEVER be using their service again and will be sure to share my experience with friends and family. If I had received any type of apology or sincere explanation for the mishap I'd honestly be open to giving them a 2nd try but the lack of effort plus the HUNDREDS of bad reviews from people like me to back it up, I believe I'd just end up screwed again.
Do yourself a favor and do NOT use Rent the Runway. At the rate they're at they'll be out of business in no time.

This was my first time using RTR. I had heard some good reports, so I thought I'd give it a try for a wedding I was attending. It took time to select the dress, read reviews to make sure it would suit, and pick the right size, etc.

When the dress arrived, it reeked of BO and perfume - obviously not cleaned, and definitely unwearable. I sent an email to customer service. No response. Their "promise" to make sure their customers are satisfied is simply a lie.

I ended up wearing something I had, but I paid for something I couldn't wear, through no fault of my own, and I had to return it. Probably the worst part is that I still have not received a reply from customer service, they have not posted my review, and I continue to get hyped-up emails asking me how exciting my rental was.

Definitely not for me.

I signed up for the unlimited service to provide workplace options and found shipping to be completely unpredictable. Multiple times I'd confirm shipments only to find items were unavailable causing the available items in my shipment to also be held up. Shipments were often delayed when booked prior to the daily shipping deadline and were occasionally received missing components (ties, belts, etc) or smelling of body odor. Very slow support response time. I've switched to a different clothing rental vendor.

I'll spare the gory details but suffice to say my first week with unlimited subscription resulted in so much shipping and order mayhem that I was refunded my full monthly price(over $100!) and was given about 7 free rentals to make up for it. Mistakes happen and with some fire on my end I got it taken care of.
Now, the real tea is how subscriptions work for unlimited. Despite the name you can only rent 4 items at a time. Fine, it's in bold print everywhere, no biggie. What they DONT TELL YOU is your selection is EXTREMELY LIMITED. They have separate pots for the same items on reserve md unlimited. So say you like x top in size small. You go to rent it ( you can't rent for future dates on unlimited you can only rent what immediately available to ship) and it says it's unavailable. Then you switch to reserve rental like you're gonna pay per rent and voila! It's magucally available. About 65% of items I try for are not available through unlimited. To boot, they have the nerve to start offering an " extra" spot for $40/ month. So you pay $150 for unlimited to find you can only rent 4 items per time then they try to upscale you for extra spots that you should be getting in first place. Don't bother trying to reach customer service either. It's a joke complete with a consistent two hour. Wait time and a chat " conceierge" that's hardly online.

In May, I ordered 2 dresses for an event in September. Yes, four months in advance. They simply never arrived, and my email to them (to *******@renttherunway.com) was not responded to for 9 days. NINE. My phone calls to them were met with 3 hour hold times, and despite multiple times of entering my phone number for a call back, I never got one.

They eventually responded, "there was a delay in order handling, we don't know why", refunded my money and were apologetic, and offered me a code for 50% off my next rental. Which went right in the garbage - what's the point of renting a piece if it has a chance of never showing?

I feel terrible for those customers who have been loyal to RtR for years and are getting this type of treatment. At least it was one-and-done, lesson learned for me.

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 have never experienced such a bad and tasteless company. First off I ordered my dress 6 weeks prior to my event and two days before they emailed me that they could not send my dress and I could pick replacements - then morning of the event they emailed saying they were sorry but could not send anything. I now cannot attend my event because I do not have a black tie appropriate dress. I find this beyond unacceptable and I will never deal with this company again and make sure that no one I know does either. I am HIGHLY disappointed!

Soooo... I have a black tie wedding to attend. TOMORROW. With NO DRESS. I have been in contact with customer service for 48 hrs (via phone and email) as my dress was supposed to arrive on Wednesday. Finally they called me back today to let me know they aren't sure what is going on with my order and will try to give me a call back later if/when they find out...
UMMM. How is that going to help me for my event in less than 24 hours!? I feel completely taken advantage of by this company. They haven't even offered me a refund! DO NOT USE THIS WEBSITE. What a ripoff!

I reserved a dress for 9/20/18, place the order on 9/5/19, stated I would get confirmation once it shipped and I would receive it 09/19/19 by 8 pm... 5pm on the 19th never got a email so I got worried and called. Recording told me I had a 3 hr hold wait... finally spoke to someone & told me there was a snag in the delivery dept and I would not get the dress until the 21 lol I said how is that going to help me when your company guaranteed delivery before my event? So I cancelled my order and I Will NEVER EVER EVER order from there, this is not a good look for a first time customer! Beware do yourself a favor & avoid the stress from this wack $#*! company