Rent The RunwayReviews 656

I ordered a dress that "sort of" fit (in that I could get it on) but it was horribly tight and unflattering. It was so ugly; it looked completely different in person than in their picture. I normally wear a 4-6 but ordered a 6 and an 8 because the reviews said to size up. The 8 was so tight and hideous I didn't even try the 6. I was offered a credit (minus shipping) but no refund even though the dress was unwearable. When I originally rented the dress I was offered an opportunity to upgrade for 16.18 to get free shipping and a free birthday dress. I tried to upgrade but the website wouldn't let me. Then I tried to email but the email wouldn't deliver. When I finally got ahold of someone about returning the dress, I asked about getting the upgrade I tried to get and I was told they were no longer offering it to me! I will not be using my credit. This company is a joke. I have a clothing rental service with Le Tote and their customer service is AMAZING. I've been with them over a year and they don't have dresses as fancy/expensive as RTR but at least the product and customer service is totally dependable. I was completely floored by how rigid and indifferent the customer service at RTR is. I had intended to order 2 dresses for my birthday in March and 4 dresses for a cruise in May. This company lost a lot of potential business from me by being totally unwilling to give me a good first time experience.

Renters beware! This is touted to be a fabulous way to wear designer duds at a fraction of the cost and not having a leftover useless outfit hanging in your closet that you will never wear again. Sounds like a great idea, until you cancel your order. There is a very small window in which to cancel your order and if it does not fall within their dates, they give you a credit. I personally dont like to rent anything, but thought I might for a special occasion. When I called to cancel, a mumbling, unsympathetic and somewhat insulting operator told me in no certain terms I waited too long. The interesting thing is, they had my money, the postage to mail the dress to me and the dress to re-rent. I can only use the funds to rent something else or buy what is listed in clearance. Clearance items are small sizes and most generally ugly $#*! nobody wanted to rent in the first place and now they need to dump the inventory. I was informed in order to buy something not listed in clearance I must join some club to the tune of $139. What a $#*!ing crock of $#*! this site is. The have my money hostage, the dress I didnt need afterall, and with little or no hope of finding something to buy. I wish I would have never considered this site or gotten involved with them. Awful customer service.

Would not recommend! The past 3 times I've ordered from them I received an email the day before my delivery date saying that the dress I ordered was no longer available. The available dresses that I then had to select from were incredibly limited. I was promised that the replacement dress would arrive by 12 PM on the day of my event. I called RTR at 2 PM when my dress had still not arrived and was told that there was an error and it wasn't going to arrive until Monday. The past three times I used the service I was left without a dress just hours before my event.

This company must be going out of business because they care less about retaining a customer. Wife ordered a dress for a weekend getaway and they offered her to give her two different sizes of the same dress to try out (part of the scam?). My wife loved the dress and it was valued at ~$350. She put it in the mail the Sunday we returned, on time, and didn't think anything of it. Around a week later, she sees two charges of $700 on her cc from Rent the Runway. Turns out the post office lost the dresses and they charge 200% of the dress value ($50/day up to a week). They did not care at all to work with her to find the dresses. No help at all.

Luckily, the dresses showed up 20 days after the due date and UPS said they found it. It is now with Rent the Runway. Then they try to reach out and say they will accept $1k and call it good... horrible customer service and no way the company lost that amount of money for a dress renting at $20/day.

Advice: You are better off buying the dress you want and then selling it on OfferUp or to one of these companies when you don't need it anymore. Not worth the risk at all.

I used this service in order to rent a dress for my fiancé's military ball. I was excited to get a dress at an affordable cost without going to the mall. I hadn't read any reviews except for the ones on the website and that was a huge mistake. My dress was guaranteed to arrive on Thursday by 8 pm and all day the information said that would still happen. That was until about 7:30, when it changed delivery to Friday, the day of my event. I contacted them and they said there was nothing they could do. I was forced to spend the day of the event frantically searching for a dress to wear, as mine did not show up in time. I eventually go the dress, and spoke with an associate that informed me I would get a refund. After returning the dress, I did not get a refund and reached out to customer service once more. They were extremely rude and did not care at all. The conversation did not even end other than the associate hanging up on me. They offered me no refund, only store credit, as if I would ever use the service again. DO NOT RENT A DRESS! Worst service ever.

I updated my email several days ago to my account (I thought!). I tried to place an order today, to which it did not recognize my new email. I called to find out why. The customer service person told me that I had to create a new account and paid for insurance, shipping & handling even though I had prepaid for PRO, which is a program that pays for all that. She told me they would refund the amount, but that's the only way I can place an order. Have you ever heard of such. In this day and age, how many times has anyone gone onto a website/accounts, whatever and changed their emails and the system automatically updated the account. What are they in the stone ages. Coincidentally, I was ready to us my Birthday Code given to me in my new email by them, but yet unable to use it because it didn't recognize the email even though that's the email I got the code. WTF! I gonna calm down and try to get some resolve one more time tomorrow.

I wish I could give this company less than 1 star. Do not rent wedding attire or accessories from them if you want the stuff you ordered to actually arrive. I rented a veil in September for my November wedding. The day before RTR emails me to say that the veil I ordered won't be arriving due to another bride ruining the veil and to pick another one. The only problem was the only other veil option was "sold out". I was then told to pick out an accessory. I needed a veil, not a piece of jewelry. They said "sorry, nothing we can do". You would think that a company would have more than a few veils in case this sort of thing happened. The customer service was awful and totally unsympathetic. Such a short sighted and poorly run business.

Horrible! If I could give this company less than one star I would. My wife rented a dress that she fell in love with for my best friend's daughter's wedding. I never seen her so exited! A few days before the wedding she received a call from the company and is told that the dress is not available in one of the sizes she ordered even though it was available when she placed her order. She was ask to pick an alternate dress in the second size. Still very excited she purchased accessories to go with the dress. She even took me to purchase a new shirt and tie to match the dress. The order was to arrive the day before the wedding. Well it didn't! Delivery was reschedule for the day of the wedding. Still excited but a little nervous my wife waited for the dress to arrive. Two hours before the wedding still no dress. Heartbroken I watched as my wife frantically searched her wardrobe for something else to wear as well for myself. Wouldn't recommend this company to anyone!

I've been using rent the run way for 3 years now, i have to agree with some of the comments here, the site is convenient in terms of not having to purchase a dress for every function, however, once you order a dress make sure is new by looking at how many plp wore the dress in order to get good quality, a part from that, cross your fingers that the dress arrives in good condition, there is no guarantees. All based on luck lately. I believe that there should be some quality control once the dress is received at RTR that someone takes the time to inspect the dress and be able to tell whether this dress should be used again. I think they are washed and re hung for the next customer and not caring whether the dress is in good shape or not, poor business, waste of money for the company as well since they would have to rush or overnite another dress, thats if there is time. Good luck.

Subscribed to their unlimited service as a way to suppliment my work wardrobe. Started off great. Availability was fantastic, and selection was right on. After several months the selection has dropped significantly, definitely not consistent with the seasons. And I can never get my size. Tired of settling and when now I receive those items they are damaged or have the hems hanging out. Ridiculous. Cancelling my subscription. Pass them over.

Email saying my dress (and back up) and necklace were not available was sent 10 PM Wednesday. The item were suppose to arrive Thursday so that I could wear the necklace for the rehearsal dinner and then the dress for the wedding on Friday. I was not given a choice of replacement dresses, instead 2 were selected. Neither dress would have been my choice and the necklace replacement option were both red... not exactly a good option for the blue dress. But it ended up not mattering because the following morning I recieved another email 9:30am on Thursday. This email said that now the order (of things I didn't want) was not going to be delivered until Friday. I spent over 15 minutes on the phone and was very disappointed in the customer service.

RTR used to be fabulous! You used to get two dresses for one price. Now you get one dress, 2 sizes. The dresses used to be in superb condition, now I've had dresses come faded and obviously worn hard
Customer service is TERRIBLE and RUDE! They are rude! When I ordered a pop up came up saying for only $16 some odd dollars your shipping and insurance on this order will be free as well as all your other dresses this year. After falling for this (and yes, I read allllll the details), I was charged over $30 extra dollars for it. After basically fighting with them, I got reimbursed. Flash forward a week later, I decided to cancel my order bc I had found one to buy. I double checked on my RTR account and it said, no upcoming orders. So canceled obviously. Receive an email today saying my order has shipped. What!? So I call and kindly explain to them I had cancelled, blah blah. They said, "im sorry, we'll give you a store credit." I explained I want a refund not store credit! I won't be using them anymore. They said they couldn't. I said, then I'll disputed it with my CC company. After getting another rep because the other hung up, she was rude and her tone was nasty when she said, "If you're so adamant about a refund, we can give you a one time courtesy refund."
AWFUL, GREEDY company and RUDE employees.

I used to order RTR years ago for all my weddings and events, never had the problem. This past month I had two weddings I needed dresses for, and recommended two other to order from them who ended up renting a dress. BOTH my orders, two weekends in a row, claimed my dresses could not be shipped as the previous customer returned it damaged. I find that hard to believe but I digress. On my first order I didn't even find out about this issue until I got home AFTER PICKING MY ORSER UP IN THEIR STORE. On both orders they send you a "replacement dress" which they charge you for that allegedly is similar to the one you picked out. For some reason my replacement dress was an informal beach wedding dress I was supposed to use for a formal October wedding or a full length sequin dress for the other. Nothing similar to any of my previous 10+ order styles.

Not to mention, both my friends who placed orders on my recommendation did not receive their dresses because of either shipping or damage issues. And customer service is laughable. When they are making mistakes and messing your plans their response is ok I will refund your account - not concerned with the fact that you have a wedding tomorrow and no dress to show up in. Needless to say I will be cancelling my pro account.

I went to the shop in the Flatiron district and met with a wonderful woman who helped me pick out the perfect dress for my son's wedding. The dress was high-end and cost over $300 for the two night rental, which I reluctantly paid because it was my son's wedding. In the month leading up to the event, I spent hundreds of $ more on jewelry, shoes, and other accessories to match the dress. As the date approached I got emails alerting me that my dress was arriving. 2 days before the wedding, I came home to ABSOLUTELY NOTHING... NO DRESS! Called them in the morning... they informed me that my dress was not coming! When I screamed that it was the day before my son's wedding and I had nothing to wear, they gave no explanation but said that they could send a different dress but couldn't guarantee that it would come by the 3:00 start of the ceremony. NOT HELPFUL AT ALL! I then spent a very stressful and expensive day scrambling to put together a new outfit. My advice to anyone even thinking about Rent the Runway is to RUN IN THE OPPOSITE DIRECTION! They are not reliable and should be shut down.

I ordered a dress from RTR for my daughter's shower a month and a half before the event since I was undergoing chemo and knew that I would not be able to shop. The instructions noted that the dress could be delivered until 8pm in the evening & when it did not arrive I checked the tracking & it was still showing "awaiting pickup". I called RTR and had 5 minutes to select dresses before their final shipment went out for the day. They said a "computer glitch" caused the issues?!?! Most of my selections were unavailable so I selected 3 ok dresses without being able to look at customer's posted pictures or reviews.
When the dresses arrived, none fit properly so I was forced to go to an over-crowded mall on a Saturday (which I am not supposed to do in my condition) and stressfully find a dress. They offered 50% off of my next order?!? I will never order from them again and advise you to beware if you are considering ordering from them!