Rent The RunwayReviews 656

After 3 months of RTR unlimited service that I wanted to love, I have come to the conclusion that I hate the service. The idea of having pretty dresses on rotation to wear to meetings and presentations had me feeling ecstatic about the money I would save shopping, the time I would save because I didn't have to go out and shop and having something fresh and new in my wardrobe every few weeks. The reality has been the complete opposite.
1) The clothes take FOREVER to arrive, I ordered a selection of dresses on a Thursday night for an important meeting that I had scheduled the following week. The dresses arrived AFTER my meeting and they were so stretched out that they looked horrible on my anyway. Thankfully, I have a selection of well made classic dresses that can take me anywhere so the big deal was only complaint number 2...
2) I lost a lot of time and energy ordering "crap" that never worked out due to shipping, not fitting well and sizes of things I liked not being available. I only wore 2 dresses in 3 months! I sent everything back and opted for my classics. The second dress I wore brings me to my final complaint...
3) I wore a long red dress from RTR to a Gala, in fairness it looked awesome on me, but when I arrived to the Gala I felt that I was in a rented dress because almost every girl there was in a dress I recognized from scrolling through selections off the RTR, I'm sure they recognized my rental as well. Two girls had on the same dress! Can you say cheap? Save your money and invest in a closet that makes you feel fabulous... not cheap.

I heard so much hype about it and I was excited to receive my dress I had ordered one month prior to my brother's wedding. After I placed the order I noticed they offered a free backup size (Cool!) so I emailed to see if I could still add it, the "Stylist" was super responsive and added the backup size free as promised. Fast forward a month later, and a week before the event I get an email that the backup size was not available, no big deal, I was confident my standard size would fit and replied to confirm that the original size would be available. The stylist assured me my original order and size were good to go. Now it's 2 days before my Brother's wedding and I get a second email saying the original order/size is not available! I try not to panic, they tell me I can find another dress and they'll send it. OK. I pick the only other dress that will work (It had to be red and additionally not god-awful ugly) and I send to the rep. Surprise! That one's not available either! So now amidst all of the other things I have to do to prepare for this wedding, and aside from my 11-hour a day job, I have to find a dress (within a 3-hour window mind you, as this is the only time my schedule will allow to even browse a store during normal working hours). The only reason I'm giving two stars is because the reps were responsive in Email and they told me they would refund the full amount. I'm so beyond disappointed!

I recently discovered RTR and was so excited about it, decided to support women entrepreneur business. Signed up for the $100/month membership and the nightmare begins -

Ordered 3 items. The next day got an email from customer service, saying one item is not available, asking me to choose 4 back-up options. I did. The next day got an email saying that back-up option 1 is not avail, it will automatically go to option 2, by that time I was still okay with it.

BUT - a few hours later got an email saying none of the 4 options are avail anymore and I should choose a new item instead.

Then I checked my order, discovered the other item in my order also disappeared. So now only have one item left that's being shipped to me.

Tried to call customer service, waited online forever, finally someone answers and tells me the other two items are not available anymore. I should choose two new items again.

Such a waste of time and energy.

I was referred by a friend to rent from this site for our school dance. I ordered a dress and my package arrived on time but when I opened the dress, it was not the dress that I originally ordered. I called and they said that my dress was not available for my event so they had sent other random dresses that they thought were similar. THEY WERE NOT SIMILAR OR CUTE. I had already bought my accessories and shoes so I just had to buy the original dress and overnight it. I thought it was a fluke because my friend had had great luck with the site so I decided to try one more time and of course it happened again. Luckily I caught it a week before my event this time and got my money back. I am never buying from this company ever again! Very frustrating and unprofessional.

Not only did the dress arrive 16 hours late, but I was never informed that it would be delayed, and when I called to inquire about why it was initially late they assured me it would be there first thing the next morning (it was not) but also cut me off and when I called back was unable to get through. Same thing the next morning when I called. Even though I only was getting use for 2 out of the 4 day rental they only offered a 25% discount. Very disappointed and will not use again.

On the day I was supposed to receive my dress, I contacted customer service at 4pm because I was worried that the dress hadn't shipped yet. I was reassured that the dress would arrive by 8pm. When I checked the site at 5:30PM, they had sent out a completely DIFFERENT dress that I had not ordered - WITHOUT NOTIFYING ME.

When I called customer service to fix this issue, they were not helpful. Said that the issue was not their fault and were completely unapologetic. Really? The night before my event? Stay away at all costs! Seems like they're going under as they've closed their flagship Flatiron store in NYC.

So I was referred to rent the runway by a beighbor. She made it sound like it was great... well it's not. They messed my order up two days before the event so I spent 3 hours stressing and trying to get help from them to hopefully get a replacement by the time of the event. They were so unhelpful and now I have to relieve the dress on the day of the event hoping it comes before the event starts. I will never use rent the runway ever again! And definitely don't reccomend it to anyone else

I had never ordered with this company before. I had a formal event in august 2016. Ordered on line... I was concerned about the "rules" so I called the next morning to make sure I understood what the guidelines were- return policy, etc. I was told by two different sales people that I would only be charged for the dress I wore and would receive a CREDIT for the dresses I i did not wear (jewelry excluded- always a charge and that was ok) SO i proceeded to order $800 worth of dresses for one event. Received them and picked one. Wore it, sent the lot back on time as instructed (btw a few of the dresses were very worn and smelly) I followed up a week or so later only to be told that all the dresses I ordered I would be charged for and there would be NO credit. I was told that the policy is whatever you order you pay for. WELL, I asked the person on the phone to ask the "stylist" that I had talked to with the original order and she came back on and said yes she remembered me and she definitely told me about their policy. I did ask who would rent $800 worth of dresses with no credit back when I could have purchased an $800 dress and still have it hanging in my closet) No answer on that one. Because the conversations were recorded, I asked to speak to a manager to discuss and try to retrieve a CREDIT for the dresses I did not wear. I was told the managers were in a meeting and would call me back. I gave my number. No call back- out $800. Called back again- left my number. No call back. A total rip-off!

This was my first time using RTR and ordered a dress for a formal Saturday evening wedding. The dress was supposed to be delivered on Friday, but did not arrive and I was told it would be delivered on Monday (not helpful). RTR re-routed the dress so it went back to them and did refund the amount I paid for the dress, but was disappointed as I spent a fair amount of time picking the right dress, etc. Also, when I reviewed them (fairly as above) on Yelp, they had my review removed!

I've had an unlimited membership for almost a year. When the service works well, it's great--beautiful dresses, easy delivery and return. Unfortunately, it's very slow. If I return something on a Tuesday, it's the following Monday before I can reorder, then it takes another week to get to me. So if I need something for a particular date, I have to plan way ahead. I've been excited about getting a dress only to have them tell me days later that it's not available. Some of the items are poor quality. Customer service is pretty good. I really want them improve. I love the idea of this company, but they HAVE to get better. Seems like an opportunity for a competitor to emerge.

I rented a dress for NYE about a month in advance. It was delivered on the day it was promised. Having two sizes to choose from was really great. I wore the dress and was complimented on it all night. I felt amazing in it. The dress I rented was expertly made.

The due date was the 1st, but that was a holiday and a Sunday. Then, due to a death in my family I ended up taking it to UPS on Tuesday. I expected to get charged, because it was technically my fault. I decided to call and let them know what happened, hoping they'd give me a break, and they were very thoughtful about it. They did not charge me the fee, which was very much appreciated. I would definitely do it again. I do think you need to have a back up plan, or be flexible if you use this service. It seems like a short window to expect perfection every time. I can't wait to try it again.

I highly suggest you tread lightly with Rent the Runway.

I was charged $2400 in late fees for dresses that I didn't even know were late- I handed over dresses on the correct return date, but the mail room failed to ship them out.

Regardless of where the fine print places liability, there are some HUGE failings on Rent the Runway's part that are dangerous to their customers.

1. In the 37 days between the expected return date and when I got a voicemail from the Collections Department, I received zero communication that there was even an issue. No email, no call, nothing on my online account, no letters saying that the package never made it back to them.

2. When I received the invoice to forward to the hotel that mishandled the package, a line item on the document said that RTR already charged $650 of the fee to my credit card. I never got a notification about this nor was it mentioned in the email that had the attached invoice.

3. I have not been able to get a collections representative on the phone for two weeks to walk through the details of this issue. Over email I get a maximum of two sentence responses that obviously skirt any sort of detail (i. E the $650 charge to my card.)

If the issue at hand was getting their inventory back, why did I not receive a single notification in nearly 40 days? $2400 for a month of missing dresses is much, much more than they would have made renting those dresses back out to other customers (rough math tells me it is over 4x what they would have made renting them out to other customers)

Rent the Runway has proven that their contracts are predatory to the customer, their customer service is slippery, and that they have lost my business along with the people I have told this insane story to.

This is one of the most unreliable companies I have come across. I have never placed an order with RTR that went according to plan. My most recent disappointing experience was that I ordered a dress 3 months in advance for New Years Eve. Upon tracking my order, I found that, due to a shipping delay, it would not be arriving until Jan 3. How convenient! To make the matter worse, I did not even learn this directly from RTR. I had to call them to inquire why the FedEx tracking information did not match the expected delivery date. The customer service reps were apologetic and friendly enough, but there was nothing they could do and I was left to spend New Year's Eve scrambling for a dress in the hours leading up to my event. RTR has a terrible business model and there are clearly not enough mechanisms in place to prevent this from happening. Will not use again.

I just paid $139 to have an unlimited membership and my first order they are not able to provide the dress I selected. They asked me to provide a list of 5 different items. I provided this list with two sizes for each dress-making it 10 options. They still could not deliver, and asked that I provide them additional options. My birthday celebration is in 1 week and looks like I will have to go shopping because the membership I have paid for cannot provide me anything!

I used rent the runway this past November (2016) as a bridesmaid. My now sister-in-law found a dress she loved on there. The week of the wedding, I got an email saying that they no longer had the dress in my size and their solution was to send me a DIFFERENT dress. Please, RTR, tell that to the bride. They also sent me my size in a "long", I am 5'0, and the dress was layered, so their "magic two sided hemming tape" did absolutely nothing, thanks RTR for ruining my brother's wedding. DO NOT RECOMMEND THEM FOR BRIDESMAIDS, despite the fact that they advertise for this.

I ordered this dress one month before my event. It arrived the day before my event (because of availability, I couldn't get it earlier), and it was the wrong dress. A different designer, size and dress design from the one I ordered. I couldn't help but to wonder if this happened because they didn't have the dress available. I got an email a couple of weeks prior offering a free upgrade to a different dress, but I didn't act on that offer because I wanted this one. I'm super disappointed. RTR apologized, said they'll refund my money once they receive the dress and offered 50% off of my next purchase. Next purchase? Yeah, right. I'm super disappointed and displeased with what they did to "make it right." Not only did I not receive that which I ordered, but I had to go out and spend more money than I intended to on a dress that wasn't even the most appropriate for my event because I had about one hour to shop for something.

I had heard such great things about rent the runway so I decided to try it and got a dress for a Christmas party. The dress that came was very nice and I put it back in the bag and dropped it off at FedEx on Sunday. I get the dresses back in the mail on Tuesday and start going through the bag to find that there was a return label zipped into the side of the bag that I should have put on the front of the bag. There were no instructions of what to do and I called and customer service based said "tough luck" you can email collections and you should the dress back via fedex as soon as you can. So then I spent my own money to ship the dress back, and emailed the Collections department to explain what happened. They said it was my fault and there were still going to charge the late fees. I could have bought my own dress for the $200 it cost to rent a cocktail dress. Very disappointed and would not recommend to any of my friends.

I ordered this dress for a wedding at 2pm on a Saturday. It was suppose to be delivered on Friday by 8pm, I've had friends use Rent the Runway before so I wasn't nervous... Until I got an email Thursday night that my second size wasn't getting mailed with my original dress. I tracked the package via the email I was sent, the Fed Ex info only said "label created" I contacted Fed Ex AFTER I called Rent the Runway and they told me they would call them and get back to me but never did. Fed Ex told me they had not received the package for shipment. I then had to go out Friday after work and scramble to buy a dress and spend more money then I wanted to but I had no choice. I am extremely disappointed at my experience and I will not be using this company again. Good luck.