Rent The RunwayReviews 656

I used RTR to rent a dress for a formal event. I booked my dresses almost two months in advance and they told me they were damaged and wouldn't come on time the DAY it was supposed to arrive! Their customer service people were not helpful at all, and only wanted save their asses and didn't really care about the customers at all. They sent a replacement that was absolutely hideous, and only sent me different dresses after I talked to them over three hours combined. Don't give this company a chance- they are irresponsible.

I purchased a dress from RTR because it was described as "like new condition." When I received the dress I discovered a small burn hole in the back. I called customer service explaining the hole and that I would like to exchange the dress. The initial CS rep was helpful and asked me to submit photos. No problem. The response I received was basically, it's a final sale so you're out of luck. No mention of exchange even if I had to pay for shipping. I don't know of any other retail establishment that would describe a damaged item as "like new."

I ordered from Rent the Runway for two events on two consecutive weekends. The first dress was to arrive on a Friday, I received an email on Thursday night saying they were sending a replacement dress. The replacement dress was a hideous orangey-pink bad bridesmaid dress. Needless to say I did not wear it and sent it back immediately. Since I had ordered two dresses for the following weekend, I cancelled one and decided to give the company another chance with just one dress. After the fact, I was charged for both dresses. I called the company and they said since I had not cancelled the second dress 30 days ahead of time, I could only get store credit. I ended up paying $190 for the rental of one marginal dress. Save yourself the headache and stay away from this company. They suck.

I ordered a Dress for Easter that was supposed to be delivered the Friday before - Rent the Runway picked delivery dates. Find out the Saturday before that they can't deliver until Monday due to holiday. Didn't occur to them that the dress was for the holiday. I called and they were like - oh, you won't get it until Monday. I cancelled the order. I hope I get a full refund, based on other reviews - not so sure. Do not use this company - they have no idea what they're doing.

I was so excited to join the unlimited membership for $139 for 3 pieces. The concept was ideal to have a program where you can rent nice clothing brands for an affordable rate. But like everything in life, once one thing seems too good to be true, it is because something must be off, and I had to find out by myself that this business is not mature enough to deserve my money. I was a member for 3 months, and I received my 1st order in a perfect way. I had 3 lovely dresses, which one of the 3 had a zipper problem and I was not able to wear it, but since I have 2 other dresses, I did not mind. I ended up having a beautiful valentine's day with a fashionable dress. Good start! Unfortunately, the second order was the same. I quickly selected my dresses since I was planning to travel a week after I returned my 1st order. I waited 4 days to find out that my order was sent via UPS and it was never delivered at my apartment. I was counting on the dresses to spend a lovely trip outside of the US, but I never receive it. If you are one costumer living close to the warehouse, DO NOT EVEN BOTHER WITH THE SERVICES BECAUSE YOU WILL NOT GET YOUR DRESSES. This problem happened to me FIVE times in 3 months. RTR was kind enough to give me discounts on my monthly rate, or by sending me additional dresses replacing the order. They asked me to do my orders with the costumer service and ask for a FEDEX delivery instead, but this was not sufficient to fix the problem since the costumer service and the warehouse are not intimately connected and there is very little communication internally. So all my orders were still sent via the UPS delivery method and the boomerang effect always occurred in my orders. I spend hours on the phone with RTR and UPS to resolve this problem, but it did not go anywhere.
I wish I had more patience to keep the services, but until they fix this problem, I will warn you not to have your hopes too high. Also, if you do not have time before your event, do not even risk using their services because the risk is too high for not receiving the dresses on time.
I hope that they fix this issue, but for now all I can do is warn everyone.

The dresses arrived on time. One of the dresses was packaged on the hanger with the inside slip twisted so when I put it on, it was up to me to untangle the bulge of fabric underneath the dress. Also, the smaller sized dress reaked! It smelled like someone had urinated in it. Not sure what the cleaning process is, but maybe they should invest in a deodorizer. Curious to know how carefully the dresses are cleaned/assessed prior to being shipped to a paying customer.

I received a damaged dress, and I didn't have time or wanted to pay them additional shipping fees to have another one sent. So, I returned it. Come to find out, I don't get a refund. Rather, they will only give me store credit. As if I'd ever want to use them again! Customer service is terrible. Also, if you see good reviews, it just means that person didn't have issues or get sent poor quality items. Many years ago, there dresses were much better. Lately, everything I've gotten seems worn out or heavy used! Not worth the money.

I am sad to see so many negative reviews. So why am I different? I decided to try RTR for the first time when I had 2 formal events in one month. Why not just try unlimited? So I did. Now I am hooked. I think when you have the pressure of 1 specific event it is more stressful and more upsetting if you don't get exactly what you want. For me it's more about having fun with fashion. I attend at least 2 evening industry events a week in addition to daily work and I get tired of the same old clothes. For me this is about just wearing something fun and new, not just a very specific dress. Unlimited has allowed me to expand my wardrobe for $130 per month. I have made that my clothing budge instead of buying new things and getting tired of them. I average 5 articles of clothing a month sometimes more. You have 1 return shipping label at a time for your 3 revolving items, however if you pay to ship things back separately yourself you maximize the number of times you pick a new item in a month. I have received things that don't fit but that isn't their fault. I just ship it back and when they receive it I get an email to pick something new. I have received a overly loved dress only once and they took care of it right away. I am wearing some really fun, on trend, sometimes very expensive dresses for only $130 a month. I think I am saving money!

I'm totally bummed reading the rest of these reviews, as I thought more people might be having the same experience with RTR as I have for the past 18 months. I've been an unlimited customer, and am THRILLED with the customer service I've received over the last year and a half. Yes, it takes some finagling and getting used to in order to be successful in renting pieces for everyday life. Every now and then I'll have a piece that comes that is totally oddly sized, or that may have extra wear and tear. But the RTR team has consistently gone above and beyond to make it right- overnighting me an alternative, or extending monetary concessions for the invenience. I'm a happy customer and would recommend Unlimited to any one who is flexible and adventurous and wanting some pretty clothes to altnerate through their closet!

We, the bridesmaids, rented our dress from rent the runway for a wedding this past weekend. We went to the showroom over a month in advance, selected and reserved our dresses for the big day (March 18th). From the start, the showroom experience was terrible- the girls that work there were rude. We called in advance for an appointment but they said we didn't need one- turns out you can make an appointment and we should have. Many of the dresses in the showroom were clearly worn and in used condition. The staff was not helpful with sizing or style suggestions- they also seemed miserable and acted as if we were inconveniencing them-- but I t didn't matter because 2 days before the wedding they emailed some of the bridesmaids to inform them they didn't have the dress we ordered available in their sizes anymore. 2 days before the wedding! The only option they had that was available in a wide range of sizes for rental in 2 days was a rose gold sequin dress- we had no choice. The dress arrived, luckily everyone looked nice-- except the maid of honor's dress never arrived. Good thing the second size dress someone received fit the maid of honor. I will never ever use this service again, I would never recommend for someone to use this company- unreliable, rude, and terrible customer service. Stay away!

They screwed up the address because I couldn't get their website to take my order. Spend hours picking a dress and then had to scramble to day of my even to find another one. They di refund my money (which they SHOULD) but that a doesn't get my time back nor a dress to wear. The tracking said del by 8pm so when it didn't arrive I called but in order t pick u at local UPS I had to call by 7pm. Very NOT helpful. Most women who would use this site are very busy and this is very time consuming. AND very hr dot get someone on THE PHONE.

Took the day off from work to try on dresses at Rent The Runway West 15th st, NYC. 1st time doing this; front desk clerk didn't explain how it works. We logged in and had to wait for a dressing room. Then browse for dresses. All dresses were under size 4. I was told when dressing room's available, dressing room clerk will find my size in those dresses. Not true. "Hope" was the name of the dressing room clerk. Showed her the 6 dresses I picked; she didnt write any info down, so when she returned with God-awful dresses, still not in my size or even remotely the styles I picked, I was more than miffed. She proceeded to tell me ALL the dresses I picked were not available. WHAT A WASTE OF TIME AND COST going into NYC. Unless you are a size 0,2, or 4 dont bother.