Rent The RunwayReviews 656

The rules are constantly changing. I purchased the PRO package where you get free shipping because when I had RTR update last year, I was able to get free shipping for my replacement which is why I re-purchased PRO for the second time in 2019. I had placed my membership on hold for 2-3 months, received news that items that did not fit well would be subject to the $12.95 shipping fee.

Also, when I finally signed up for update last year it was disappointing to see that many of the 4 and 8 day rentals I was eyeing was not available with the RTR update membership. Emails that show you what's new are not always going to be available for RTR update members so I dislike that discrepancy. The only bromide seems to be 25% discount off those items but when renting those higher end items, it can often cost more than twice the cost of RTR update and unlimited.

To top it off, in RTR update you cannot replace accessories which is a shame because some items are just not what they are like when you finally receive them like the Tory Burch Kira shoulder bag where the strap is very unwieldy and looks like a seat belt.

Oh and very long hold times too. You can choose to have the RTR system call you back but you typically have to wait half a day before you get a call from them. Just way too many gripes and pain points to justify using this membership.

I signed up for RTR monthly cloths subscription. Basically you get four items a month for around $89.00. On my first month the four items I received did not fit. I sent a message to the app asking if there were something I could do. They said I could pick 4 new items and pay a $12.95 shipping fee so I did! I had to return the 4 original items. I dropped the return bag off at a USPS instead of UPS on mistake so the return took an extra 10 days to arrive at there facility. They received the items then charged me $700! They said because it was late they would no longer except the return. I am still in shock! Mind you these were 4 TJ Max quality shirts that didn't even fit! Be carful of this company, as a 1st time customer I was baffled at there tactics. Needless to say I am fighting in every aspect I know how to get my $700 back.

I have been using RTR unlimited for over a year total and RTR for years. For over 30+ orders with RTR unlimited I was able to select new items the day after dropping something off, and receive those new items the day after. Just this week, the one time I actually need my items for an event- they advise that they have a "2 business day shipping" policy. Thus, the past 30+ times i was able to somehow receive my items next day, were a fluke. I advised that this policy does not make any sense- if you're paying $160 per month why would you want to go up to possibly 16 days a month without clothing that you're paying for. Rather than attempt to fix the situation, send me an emergency item (even for a small fee) or give me a discount or coupon- they tell me they can't help me in any way and cancel my membership. Could not have been less interested in my concerns or why I was upset- I used to recommend this service to all my friends- now I'm going to tell them to never even try to use it and want the world to know- you DO NOT GET WHAT YOU PAY FOR and worse, they don't care.

In general, I like the concept of renting clothes, but beware of certain practices of RTR that you may not be aware of. 1) Their cloth shipping bags are filthy. They attract a ton of dirt that you are bringing into your home, and often they are full of moths. I had a moth infestation that destroyed my expensive wool rug plus a closet full of cashmere sweaters. RTR was not responsible because I couldn't prove the moths were theirs. They offered me no compensation whatsoever. 2) I tried posting this incident online, but RTR pays many review sites, so they take down bad reviews from Yelp and other sites. When you see their high ratings, it is because they delete the bad ones. 3) Often they delay shipments when they think you are renting too muh. I have the unlimited plan, which should mean I get unlimited access to clothes. Now they are delaying unlimited shipments so that you will upgrade your account for an additional $39 and get 5 items. To delay shipments so you have no choice but upgrade. 4) Their customer service is horrible. They are simply responsible for nothing.

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 have been an Unlimited Member for over a year now. Overall, I like it and will continue to use it because I love being able to rotate my wardrobe so much. However, I very much agree with other reviewers who have expressed frustration with not being able to rent items they like. The inventory of clothes is just not large enough given the amount of members, in my opinion. It's really difficult if not impossible to get the items you like because they are usually unavailable when it's time to rent. I find this is especially true when trying to select a more formal dress. Slim pickings. Making lists ahead of time is a waste--none of those items will be available. If you are admiring something, so is every other member. The Unlimited customer who will have the best experience is the one who is very flexible about what she wears. I do find that customer service is helpful/supportive and they respond in a timely manner. I have also been happy with how quickly my items arrive at my home. I hope that RTR will continue to improve upon this great concept it's started.

I was looking to rent a few pieces for my trip coming up and decided to create an account and pay for their upgraded membership.

Unfortunately, their checkout page doesn't even work. I was prompted to enter my shipping address and billing information which I did and tried to submit. Each time, an error message came back saying I did not enter in a shipping address. I thought there was something wrong with their server at the moment so decided to leave it be for a couple hours. Fast forward few hours later, same problem persists and I decide to call the number prompted by the error message.

The selling point to why I will never use this website again is there customer service. I was finally able to get a hold of someone on the line and she sounded rude and unapologetic about their system being wack! She asked me if I lived in apartment which I told her no, my address is a single home residence then put me on hold for more than 10 minutes. When she got back to the line, she just confirmed that it was a bug on their website since she tried to enter in the address on her side and it wasn't working either.

Well? What am I suppose to do? According to this representative, she told me to keep trying until it worked which I gladly said, I will never return to their website again. What a waste of time.

I guess, I got lucky today since their system had problems. I didn't read the reviews for this website beforehand and with such low reviews, I doubt there wouldn't be more problems once I start renting.

Also, its weird that they don't have an option to remove address and billing information you saved into their website. This should be illegal, anyone should have the right to delete there personal information from the website. I will have to call them again about this since I wanted to delete my account.

I tried this subscription for four months. The cons by far out weigh the pros. I have a two page list of favorite pieces that have spent literally hours searching and updating. The problem is when it is time to rent, literally all of them are unavailable. I end up renting things I barely like then often have to return or exchange which costs more money and more shipping days so the time I have the clothes available is very short. The customer service people are nice which is why I didn't give this rating a one star. Just spend your time and money on something you can try on, take home and actually like.

So if you do unlimited and take out 4 items and on average 2 don't even fit so you send them back it takes 3 days to get back to the facility and another 5 days before whatever you pick out gets to you. This is assuming you pick something out I instantly. So that's on average 3 times you can swap a month assuming you plan on renewing. I myself would not pay 160 dollars for 24 of my days to be spent in transit, assuming you somehow check out 3 times a month (unlikely). And rememberon average half of those won't fit despite all being the same size.

I rented for the first time and the dress came damaged and they could not send a replacement, kept trying to push me into other dresses I did not like. Second time I contacted as the day before I was due to receive the dress (which was two days before I left for vacation) and was told it would ship out overnight. Well the tracking later on stated it missed the last pickup and would be shipped next day, then was delayed by weather. If they shipped out on time I would have gotten it. They ruined two big birthday events in one month. Lodged a complaint with BBB and surprise surprise they have not replied. I just want my money back and for the pro membership I brought. I have disputed my credit card and will not give up

I rented this dress weeks before I needed it for the event. I rented it for family photos. My entire family color coordinated their outfits based off of what I was wearing. Unfortunately, the dress never came. The dress was suppose to come on a Friday and when it didn't come late in the evening however, I called and was told it would be delivered the next day (which was the day of the photos). The dress didn't come for hours. I called customer service again (which took over 40 minutes to actually talk to someone) only to be told that the dress was never placed on the truck to be delivered and that it would not be coming. Needless to say, I was extremely disappointment. There was no time to try to find an additional outfit. I spent a lot of money on family pictures and outfits for my family to coordinate with the photos. Therefore, I would recommend always having a backup plan. This was my second experience with RTR and the first experience went extremely well however, after this second negative experience, I likely won't be using them again.

Ordered 3 dresses 5 weeks ago to be delivered on a Wednesday before a huge event on Saturday. I always check the progress of my RTR. On Tuesday the package gets held up in Little Rock and then on Wednesday had not moved. Called UPS who told me to contact RTR. UPS also said the package was lost. LOST? In today's age how is it LOST. They scan everything. Hell they know if their Ups drivers have walked to the front door or the back. So they overnight new dresses -not the ones I wanted. But today-Friday it says the RTR original order is back at RTR. How? I'm seriously thinking of not using RTR anymore. Obviously their deal' with UPS is screwed up.

I used to love the unlimited service and would be so excited seeing the blue bag waiting for me at home. However, the service and quality control of the employees as well as the declining quality of merchandise has me ready to quit after several years of subscription. I've had multiple issues with items returned that they don't scan back in, leaving me having to stress and work with them to find it. I've had shipments sent in bags that were so beyond damaged, the dresses were falling out as they are delivered, but if I send two back in a bag I can't prove it was returned (like when they don't scan it in as mentioned above which happens more often than you'd think). That's not even taking into account the merchandise quality control issues - stains, tears, unraveling hens, hems redone quickly and unevenly in a mis-matching thread, dirty clothes, used Kleenex and melted chocolate in the pockets (gross!). Then there is the actual clothing - what used to be high end glamour things has been downgraded. Often the few they have are out in almost all sizes, leaving you to try to decide between a tent dress that flatters no one or a pair of Levi's (really? Levi's is what I pay $150/month for?).

I signed up for a promo and then returned all clothing (shop worn, yuck) within a few days of receiving. THey continue to charge my cc 171.00 monthly as they need to file a claim for the lost return and won't cancel my account until then. The UPS tracking shows it was picked up from me but never delivered to them (how is this my problem?) Customer service says oh well so sad you didn't read the fine print! NEVER do business with these losers...

What a horrible experience. I'm attending a wedding on Saturday; a very special occasion - the wedding of my life partner's son. I ordered the dress 3 months ago; all correspondence from RTR promised the dress today, Thursday. This seemed perfect-enough time to try on, decide on shoes, undergarments, etc. I received an email on Tuesday that the dress had been shipped = awesome! Began tracking - oh, oh, dress stayed in PA for 24 hours. Left PA at 6:45 WED morning - yay, it should be able to reach MA by Thursday promised delivery date - right? WRONG I find out at 11:30 today, via tracking, that the UPS estimated delivery date is by 8:00 p.m. tomorrow-way too late to accommodate my plans. Delivery seemed to have stopped in a MA location one hour away from my home. I called RTR, customer service rep reviewed tracking info and agreed dress will not be delivered today and went into automatic apology mode - wonderful - except I can't wear a freaking apology. I'm not a difficult person - I needed dress today as I'm leaving for the wedding festivities tomorrow WHICH IS WHY I REQUESTED DRESS TODAY! Again, we're sorry - rather than an apology -here's something purposeful -have someone call UPS and demand they live up to your delivery promise - we'll try - call back five minutes later - no sorry, they can't get it to you until tomorrow. SERIOUSLY! What RTR could do very quickly was to cancel the delivery when I told them I would not be held liable for a delivery that would stay on my porch all weekend - that happened almost as fast the charge to my credit card in October. I don't usually write reviews - chalk bad experiences as part of life - but this is a special occasion and I was left scrambling. Thank goodness for Macy's - found a better dress, less money and know it fits perfectly. I tried to be modern but my advice - skip this horrible company and go shopping -you may not be able to afford a full price designer garment but at least you'll be secure in having the garment in time for the occasion. HORRIBLE COMPANY!

What a train wreck of an experience! People primarily use RTR for big life events and they have shown over and over what a colossal disappointment they are. If you have a date you are counting on and want to look your best, do yourself a favor and just shop for what you need and guarantee you have what you need lined up instead of scrambling at the last minute because RTR falls short (yet again). Once they blamed "weather" and once they blamed the person who rented it before me. Neither of these are my problem RTR. It's up to you to make it right. And what did you do? Offer me a coupon for a future disaster to give you another chance only to tell me it expires? Good riddance!

I've been an RTR Unlimited customer more than a year. Overall, it has been good. Some issues with quality and shipping, most were resolved adequately (I let a few slide). I am going to end my membership because the shipping issues are getting out of hand.
The fine print states that you need to allow 5 business days, but usually you get things faster. The problem is UPS has been dropped the ball on my 5 of my last 7 orders! The delay/mistake was always "updated" on the day of my delivery -- too late for me to do anything about it.
As a customer, I understand the Unlimited ship times are not as stringent as the 4- or 8-day rentals. But when the shipper gives you a date -- and then changes it literally last minute -- your plans get screwed up.
I don't understand why RTR lets the UPS get away with screwing over the customer. You'd think -- as such a large customer -- they'd hold UPS to a higher standard: making them bear the brunt of their mistakes (shipping discounts or credits? Right?). But when UPS drops the ball, the paying customer gets screwed. Boo.