Rent The RunwayReviews 656

First time using this service and had 2 major disasters! I chose a dress I loved and placed the order 2 weeks before the event. The dress was supposed to arrive on a Thursday and the wedding we were attending was on Saturday. On Wednesday at 4pm RTR sent me an email stating that the dress I selected was not available in the size i needed. The reason given was that the dress was returned to them from the previous user either late or damaged. They gave me the opportunity to select 5 styles that i would accept as a replacement. This would have been acceptable if it werent for the fact that they sent an EMAIL to notify me of this. The email was sent at 4pm EST. I read the email at 5:45 pm EST. (I run an insurance agency, so I was working!) The email gave me until 6pm EST TO RESPOND! WTF! So VERY quickly I chose 5 other styles and gave 2 different sizes that would be needed. Of those 10 dresses (5 dresses in size 4 and size 6) ONLY 1 DRESS WAS AVAILABLE. If this isn't bad enough, it actually gets worse...

I received the dresses on Thursday. One was too small and the "replacement" dress had a busted zipper. I called customer service and they were non-nonchalant and not concerned meanwhile I am freaking out! The girl even laughed at me.

Needless to say the issue was never resolved. They told me they were sorry and just to return the dresses. So here I am, traveling to a wedding, no time or place to shop and DRESSLESS!

RTR=awesome... NOT! Blown away by how bad this company is.

This rental arrived with two stains right on the frontal. Chest area of the dress. I emailed Rent The Runway to make them aware that they sent me a damaged item. Because I was at an out of town wedding with no shopping options, I had no choice but to cover the top portion of the dress with a buttoned cardigan. Unfortunately, the top part of this dress is what makes it worth renting. This oversight on the part of Rent The Runway ruined my outfit for this event.

The Support staff told me multiple times "we are so glad you were able to wear the dress". They show no empathy and do not recognize the fact that this oversight on their part ruined my outfit. The best part is that they will not offer any form of a refund. So I get to pay full price for a damaged, stained dress. Will not be relying on this service. Order at your own risk!

They sent me the wrong dress after a day delay due to technical difficulties. They put me on hold for 20 minutes when I called and then we got disconnected and the they closed for the night. Today is my cousins wedding and I have to now go buy a dress. They never called me back. They finally just emailed me and said the dress I oreded was damaged and they can refund me. Doesn't help. I need a dress to wear and not one person cares in that company. Worst company and customer service ever!

I loved the idea of unlimited swapping, but the process has been a nightmare to say the least. I signed up, paid and ordered my first round of clothing. After returning my first three items I was locked out of my account. I called numerous times (was hung up on once, was put on hold for over 20 minutes, etc.) On my fifth call I finally had someone who gave me the email address to message about my issue. Eventually, the problem was solved. I asked for a refund for the month I paid for, but didn't receive service for. I even said that I would continue with an account, but would like a refund or have what I paid be applied to the next month. They told me no... so I paid $140 for 3 outfits and they've now lost my business. I was also trying it out for friends, who after hearing my story will not be signing up. Very poor customer service. Seriously would not recommend! Really shocked that a company like this can behave the way it has. If they refunded me they would cover their "loss" in a month. Ridiculous! Would still give them a second chance if they refunded me, but for now it's the principle of the matter

Do yourself a favor and find a dress locally. Four months after my order, and 2 days before my event, RTR contacted me and told me the dress I rented was "no longer available." ARE YOU KIDDING ME?!?!? Something about it was damaged or not returned on time. You mean to tell me they don't have several versions of a dress? They then said to choose 5 other dresses I liked and they would ship one ASAP. Shocker- none of the dresses I liked were available. I demanded a refund, and in the end, got stuck shopping at the last minute for a mediocre dress anyway. Don't do it!

This past weekend I had two weddings to go to, so I visited the Rent the Runway (RTR) store the Sunday before to try dresses on and to order two dresses. I left the store feeling confident that I will be receiving my two dresses Thursday by 8pm for one wedding Friday and one on Saturday. Thursday 10pm still no dresses, of course customer service was closed by then. I also did not receive an email stating anything as to why the package was not there. First thing (9am when the open) Friday morning I called and they gave me some BS excuse saying they had issues with the shipping but that they would hold it at the courier for me to pick up. I called every hour to check the status of where the package was, one time it was on the truck going to the courier, the next it was still in NJ, and finally they had no clue where the package was. The customer service rep was very helpful in the beginning but then I stopped hearing from her. Long story short, by 2 pm they had "lost" the package and I was leaving town at 330. Awesome right. At 2 I also had my hair appointment so I raced out of there and ran into a dress shop next door, bought 2 so-so dresses and then headed out of town. I had also sent RTR an email Thursday night and heard nothing back, so I sent another email stating that I wanted a refund. I got a refund but no apology until I emailed again. I was/am SO disgusted with their service and find them to be extremely unprofessional. If you choose to use RTR take my advice and have a backup. I spent so much money on buying jewelry for those dresses (which I can't return) for dresses I never received. Extremely disappointed!

I have been an Unlimited customer for 5 months and can most definitely state that the customer service (especially shipping) is not even close to the level of the regular RTR service. Somehow my new shipments get shipped all over the US when it only takes 2 days when I return via UPS. You can only have 3 items checked out at once but when it takes 7-10 days for you to receive your chosen items the worth of Unlimited is gone. It seems like they have a lot of customer service reps who just don't care. I've sent 2 emails today that have gone unanswered.

I have had MAJOR issues with this company my last 2 rentals. First not as bad, but to have it happened a 2nd time is what put me over the edge. I had 2 weddings back to back weekends. The first weekend I had received an email saying shipment was out and guaranteed by 8pm Friday. 8pm roles around and no package. Can't call customer service because they are gone for the day. UPS rescheduled delivery for Monday, obviously well past my event date, and so dress was worthless to me. I chalked it up to normal business issues, it happens, and blew it off as they refunded me my entire amount. However, the following weekend I run into another issue! Received an email on Tuesday saying my package was on it's way, checked the tracking number Wednesday morning and it says it has been delivered. I find this odd that the dress was able to travel from the shipping dept in NJ all the way to Chicago in less than 1 business day, and I check with doorman myself to see if any deliveries to which he tells there has not been. Call RTR immediately to have them inform me they have sent it to an incorrect address. I am not even sure how that happens as both my acct info and shipping address are correct, yet they manage to send to god knows where. They are telling me they will have another dress for me by Thursday@ 8pm, but I highly doubt it. Don't waste your time with this place, they are a joke

I have had pretty good experiences with dress rentals even when there were problems with dresses sent. Luckily they give you an additional size option. However I am reviewing for anyone who purchases from the final clearance sale that they may send a totally damaged item without disclosure. I purchased a purse at $140 and it came with a rip across the strap where when worn is totally visible. I have ordered final purchase items before and it always came in good condition. The RTR team would not reimburse or replace my purchase even when I sent photos of the damage. Very disappointed with their customer service decision. I won't be spending my money on final clearance purchases again.

My experience with RTR was okay right up until I returned my dress. I ordered one dress and returned it for fit. I picked out another dress in the store with the same return date because I was going out of town and I wanted to leave room to get the dress in on time. I handled everything on my end. I received several emails reminding of the date to return the dress and I returned it ahead of schedule. That same afternoon I was charged almost $200 as a late fee. Turns out, when I picked the new dress in store, someone changed my return date. They verified the date with me in store. HOW COULD THEY MESS THAT UP?! I sent an email to collections, called customer service, contacted them on twitter... no one has been able to help me! Conveniently, the collections department does not have a number. The number that customer service provided was a bogus conference line number. All they can offer is apologies when all I need is my d*mn money back!. DO NOT, I repeat... DO NOT rent from these people. One bad customer experience is all that I need. I am thoroughly disgusted.

When returning my Rent The Runway package, there was a mix up with USPS and UPS. My items were given to USPS instead of UPS. Which was an horrific accident. Safe to say, my package to RTR was a few days late. I reached out to the collections department after being charged a $50 late fee for the first day it was late. I explained to them what had happened and that I was doing everything in my power to get the order back to them. They understood my issue and worked with me to ensure I wasn't getting all my hard earned money taken from me each day because of a simple mistake. Best advice: calmly explain to them your issue and if it is legit, they will find a way to work with you.

I'm having issues with UPS finding a lost package that has not been found and returned to RTR. All the while, RTR is charging me exorbitant fees. While I understand the need for late fees, this is an issue not entirely under my control. The biggest problem is RTR will not call me to discuss nor will they reply to my emails. It's as if they want the late fees to accrue so they can charge me thousands for a lost package. It's creating my personal nightmare. All I ask is for some professional communication. So far, I'd prefer to assign NO STARS.

I wanted my money back for a very ugly outfit I paid almost $300 for. It was my first experience with Rent the Runway. Admittedly, I bought this item on clearance. I wanted to rent it and then it went on clearance where I had to purchase it instead of rent. It does say final sale. But I am so angry at them and myself for wasting money on an awful outfit with absolutely no recourse or mercy for a first time customer. Will never deal with them again. The pictures and comments will draw you in. The outfit I got was so out of style and old ladyish. Yuck!

I rented a dress for an upcoming wedding. When the dresses came in the dresses were ripped and stained. I called and explained the situation. The stylist Arturo B helped me select to new dresses to be shipped the following day to the hotel I was staying (wedding was the day after that) I called the hotel and explained everything. The coming day there were no dresses. The dresses were suppose to come by Fedex so I called Fedex and was told they never received the dress. I had been emailing Arturo all day and he replied late in the evening blaming Fedex. I ended up with no dress and no respect for this company.