Rent The RunwayReviews 656

RTR is pretty horrible. I reserved a Tory Burch bag and never received the item. (I live in a residential area with absolutely no crime). I suspect the problem is that thieves recognize the black RTR bags they ship items in. Well, the bag was ripped open and no handbag was inside. And guess who is responsible for the stolen item... YOU are. And yes, it says so in their agreement that you sign.

If you enjoy gambling away your money in the hopes that your item will arrive... use this service. Otherwise, you might find yourself owing thousands of dollars.

Before this incident, I am not being hyperbolic when I say nearly half the items I ordered arrived stained, ripped, or smelling like B. O. If you like used clothing, find a reputable consignment shop.

RTR is awful. I tried them for two months, they never had any of my sizes - the items showed up wrinkled or damaged half the time. And the real scam is that I've been trying to cancel unsuccessfully for a week! - it's clearly a scam to ensure you get hit with auto renew. I've called, they always prompt a 10 minute wait time but never actually pick up, I've left my phone and just went about my day for hours! NO ONE PICKS UP! And the recording says if you leave your number, they'll call you back but I've done this three times with NOT ONE SINGLE CALL BACK! I've sent 4 emails to two different addresses and have heard nothing back in 5 days. JUST DONT RENT THE RUNWAY!

RTR is awful. I tried them for two months, they never had any of my sizes - and more seemed available under the less expensive membership than Unlimited.

I've been trying to cancel unsuccessfully - it's nearly a scam to ensure you get hit with auto renew. I've called, they always prompt a 10 minute wait time and if you leave your number, they'll call you back hours later when you're likely unavailable. If you don't pick up, good luck ever reaching them. I've sent about 10 emails to two different addresses and have heard nothing back in 5 days.

Avoid this service at all costs.

UPS didn't scan in my package so RTR doesn't know where it is and rather than have it built into their model to account for lost packages, they're charging me hundreds of dollars. After several weeks of $#*!ty customer service (unresponsive, unhelpful, unsympathetic, disorganized, disinterested, no initiative) I'm now disputing the charges with my bank in order to get a refund. No attempt by RTR to remedy the situation or otherwise.
Unbelievable. I'd expect this of the USPS but no one else. Sad, I wanted to love using it but unacceptable and offensive.

So many mistakes and delays! The worst part is that they apologize for their mistakes and delays yet they don't rectify it. You orders will be cancelled then you will get defective or dirty items, items missing parts or hair stuck all over a sequin dress). They will tell you to return the item for another one but half the month will go by without having your order and they won't reimburse you, credit you extra days, send you an additional item or anything to make up for your loss. When you do return items, it won't show up on their end as returned even though it is according to the tracking number... another delay. You just paid 159.00 for a month where the service only worked for less than half of that month. Not worth the money or the hassle of returning stuff that was not in decent condition.

Your service is terrible. I rented a dress for a wedding this Sunday 6/2 and I received the dress a few days early Wednesday 5/29. I was so excited I loved the dress that I picked out and this was supposed to be so easy for me I didn't have to shop at stores for hours for a dress that I would wear once. Thank god I opened the bag to look at the dress because there was a rip right under the zipper in the seam. I immediately emailed your customer service team around (9am EST on 5/30). Around 2pm I called your customer service hotline since I never heard anything back from the email (not too surprising but I needed to know what to do since I now didn't have a dress for the wedding). I was on hold for about 12 minutes the first time before putting my name in line for having a representative call me back (wait time was longer than 10 mins). Around 3:30 after not hearing anything again I called back. This time I waited on the phone for a hour and 9 mins and still was on hold after being extremely frustrated and without a dress for the wedding I hung up. Around 6:30 FOUR HOURS LATER I finally received a call back from you guys and by this time I had already shipped my dress back because it was damaged and I was unable to wear it. I had the dress for less than 12 hours. I am extremely disappointed with this service and especially since this was my first time using rent the runway. I will never use this service again it's a rip off nor will I ever recommend anyone to use your service. You could have had a loyal customer. Even if you had better customer service I would have been happy. I understand things happen and the rip was extremely hard to see while looking at the dresses just hanging there. I only noticed it when I unzipped the dress. It's now the day before the wedding and I still don't have a dress since I worked 2 11 hour days on Thursday and Friday. This dress was supposed to be something super easy and convenient for me and has turned into a complete nightmare for me.

This troublesome company which claims to have "828k" reviews on their website and claim to have a 4.5 star rating has the worst customer service ever. A dress that I rented had an issue with it, so I called customer service and politely asked them to send another one. They wanted me to send this one back first, but I told them it was for a wedding and their shipment would not arrive in time, and asked if they could override or perhaps send the dress overnight, and that I would gladly pay extra. The cs person sneered at my polite request and put me on hold for a half hour. She came back and said there was no manager in to take care of the request at 2pm on a Thursday. (So what was she doing for 30 minutes?) Realizing this person was another miserable cs agent, and having several other negative experiences not unlike this experience, I asked for her name and proceeded to cancel my membership over the phone.

Avoid. Don't waste your time.

About a week later, and after I still hadn't received an apology, or follow-up call from management that I was promised, we posted a negative review on Yelp. They deleted it about a day later on the grounds that I was never a customer. Shady business tactics. If the company is so bad, and realizes it to the point they delete Yelp reviews instead of fix the systems and processes that result in poor reviews, that tells you everything you need to know about a bad company.

I made a mistake that I know hundreds of people have made before, certainly as first time customers -- I dropped the packed in the USPS mailbox, not at UPS. The fines swiftly mounted. UPS can't track the package, RTR had no way of submitting a claim for investigation (apparently) and now I've paid full price for the item. I called and emailed every possible avenue to track down this package. RTR did... nothing except collect my money. I'm done with them. Should have just bought the item.

I've been an RTR customer and subscriber for several years. I want to love it but after all kinds of continual problems, I give up. I've lost my patience and tolerance of poor customer service, garment quality issues, delivery issues, and inadequate remedies to company inefficiencies and inadequacies. Time after time after time garments are delivered in an inappropriate state, that is, torn, extreme wear, missing pieces, with inappropriate alterations and repairs, inadequately cleaned, and the like. Delivery problems are continual, even when trying the best to work with "system timing."
CUSTOMER SERVICE is HORRIBLE and only deteriorated over time. Reps are unwilling, unable to provide adequate, timely resolutions. I've contacted Customer Service on numerous occasions, and specifically recently, to have issues unanswered and unresolved FOR DAYS!
The services, subscriptions, rentals aren't cheap! It could be a good value if services offered and paid for were provided as expected and promised but they aren't! So there's no value!
RTR has driven me from being a loyal customer.

I hesitated writing a review but this company finally made me hit my tipping point. Long story short. I rented a dress from them that gave me HIVES. It was disgusting (I'll spare the photo). When I told them all they did was "Thank me for letting them know". Seriously? Their customer service is terrible and I now question their supply chain and "cleaning practices". There are so many other services out there being the "first" to do something does not always mean the best.

The worst customer service ever! They are unkind and will not help you! Always read the teeny tiny fine print! Apparently there are hidden fees and charges. I used a coupon on my first subscription for the $80 off 60 day trial and I only got $60 off of one month. I called to fix it and they refused even though I had the coupon and email to show the promotion I was supposed to get. I called ONE DAY after I purchased my subscription to realize I was over charged. I called customer service and they refused to do anything about it and said I could just cancel it. I have to wait until the items I chose full ship to me so that I can send it right back and hope I get my money back. Still waiting! Oh and fine print says that if the items don't make it back in reasonable time or if the items are lost in shipment I am responsible for paying for the full price of the items plus additional fees! One of the sun dresses I picked has a "retail price" of $800! Not worth the stress!

Not only do you end up getting items you didn't pay for, their customer service (i. E. NICK "WITHOUT A LAST NAME") is horrible. I originally started as an RTR Update member but eventually canceled that membership due to items being out of stock at the last minute, not receiving shipments on time, and all the while still paying for those rental days without an extension OR a refund. I decided to give them a try once again for an event and I was reminded why I canceled in the first place. They replaced one of my items and contacted me at the very last minute. I did not like the replacement and asked to switch it out. However, the next notification I got was that "my" order was shipped! I called customer service and spoke with Nick (he told me he doesn't have a last name) and he said either a replacement can be sent (it won't arrive on time) OR to call them back IF I don't end up wearing the item that I didn't choose- don't worry, I won't... it's not me. And yet, somehow I'm still paying for this item to be shipped when I didn't select it in the first place.

I have used the services of Rent the Runway for about 6 years. When it started out, it was much less expensive, and you did not see 4 of the same outfit at events. I did Unlimited this month and when it came down to it, I wore 1 dress. The others were in ok condition, but did look worn. I believe they time it strategically, and ship at a slow rate, so one does not receive many different outfits. I have also found that the customer service is severely lacking. Another issue..."we are experiencing higher than normal shipping, so your items may be late..." No hire more people and fulfill your obligation to your customers. I will not be utilizing Rent the Runway in the future... also, the 4.5 star reviews on their website are for the clothing, not the company!

I am so sick of the pitfalls of being an RTR member. I have had unlimited for sometime, trying to let the positive outweigh the ugly, because this is a fun way to wear new designer clothes each week.

PROS
- new arrivals weekly
- selection of high-quality clothing, specifically dresses

CONS
- the CEO only cares about making money and not about customer experience. Designers have declined to be a part of RTR because she isn't a good business partner.
- RTR consistently closes the store at the busiest hours to hold private company events. They are a $1B company and they can't rent a venue for their company parties? They choose instead to inconvenience their members so they can have a party celebrating how much money they make.
- the employees at the store ignore you unless you ask for help.
- so much HASSLE. I constantly have to contact customer service to fix something- whether its a bug in the app or a delay in shipping. They cannot get their logistics together and the customers have to do all the legwork
- 3rd party couriers. They use these terrible couriers that attempt to deliver at 10pm- showing up on a bike or an unmarked van. There's no way to mark an address as a business and so they show up trying to deliver to a closed office.
- items are always unavailable. Its hard to find something to rent. They knock items out of your cart or tell you it became unavailable
-they've grown too big without the support to handle it. The store is always too crowded and stressful. There's been delays in shipments since they offered additional spots in the rental subscription. Don't offer it if you cant support it!
- communication is SLOW. They don't tell you until 4+ hours later that one of the pieces you ordered is unavailable. When you email customer service, they respond days later once you've had to resolve the issue for yourself

At this price point, I'd expect a luxury experience. Instead its a chore to arrange everything.

I ordered 2 dresses for my daughter's prom three weeks in advance and my credit card was charged immediately. I received a confirmation email upon placing the order, and then another the day before scheduled arrival saying my order had shipped. By 8 pm the day the dresses were supposed to arrive (the day before prom), nothing had arrived. I called Rent the Runway and waited on hold for 30 minutes before they informed me that they were having "mechanical difficulties" and I would not be receiving any dresses. They offered to "make it right" by issuing me a full refund. HUHHHH? 12 hours before prom, and the only way they plan to fulfill their "100% satisfaction" guarantee is by giving my money back when they messed up? So now I am scrambling to figure out how to get a prom dress in 6 hours. They did say they would issue a merchandise credit to my account (no use since I will never use them again) but they didn't even issue the credit. DO NOT USE RTR if you actually need a dress for a particular event. NOT RELIABLE.

I have been a long time monthly renter and renter for events. In the last month alone I have had 5, yes 5 issues. Rentals don't arrive, my unlimited items unavailable after being confirmed (multiple times & orders) to having items I did not order come in place of my originally ordered items. This last one I got a hideous navy FORMAL dress in a size 4 instead of a CASUAL denim romper in a size L.
Use to be a huge fan, but they have really gone down hill. Planning on taking my $200/month elsewhere.