Rent The RunwayReviews 656

Ordered 2 dresses for 2 different events. First dress I ordered in 2 sizes both a bit larger than what I normally wear b/c of the reviews of the dress online. Both fit BUT the internal slip was made so poorly it bunched in both dresses and looked frumpy. Can't wear either. Also the color on line was a frosty pink and the color in real life was a ugly salmon. Big difference! One event down without a dress.

Dress #2 was portrayed online as having tiny slits on the sleeve like little peep windows, very elegant. The reality? Gaping holes in what would be a 3/4 sleeve normally that flop around as if I have wings. I can't be down 2 dresses right? So I contact RTR about the one dress and then tell them my problem with dress 2 but that I think I can fix it with some garment tape. Also the color for this dress was blue (and listed as blue on the website) and in realit it is gray. It was also badly wrinkled.

Their answer? Well, if I can wear 1 then I can't be refunded for the other and I SHOULD have made 2 separate orders if I had 2 different events... so this is my fault? TERRIBLE way to handle a customer who was trying to make the best of a bad situation. So I should have scrapped both dresses in order to get a refund but no deal, I tried to make it work and it back fired. I'm out $170 without a thing to wear for two events. So disappointing. I wish I had read some of these reviews before I booked this.

I did use this company 2 years back and had a good experience so it is unfortunate that things have gone so downhill for them.

I ordered a dress for prom MONTHS before the actual date (May 6th) and I ordered it to be delivered May 4th. On May 3rd I received an email saying that the dress I had ordered in both sizes had been "destroyed" by the previous renter (?) and I would have to pick another dress. The options they had were extremely limited and nothing was useful, so I had to drop everything I was doing to go buy a new dress three days before my prom and cancel my order. This was an extreme inconvenience for me because the dress was something that I should NOT have had to worry about so close to prom. Do not order a dress from here! It is worth the extra money to go to Bloomingdales or a nicer store and have a dress that is guaranteed to be ready for you on the date of your event and something you can get tailored as well. RTR is NOT dependable DO NOT trust them with your money.

I do not recommend at all. I tried RTR for the first time back in December for New Years Eve. I ordered a dress a few weeks before leaving town. I was pleasantly surprised to see my dress at my doorstep a week before my event. It was great. They made it so easy for me to return and it was such a great experience. I decided to use RTR for an upcoming wedding. I ordered a dress more than a month before I was to leave out of town for the event. A week out. And still no dress. I didn't stress out as I figured the dress would be at my doorstep "before 8pm on Thursday" Tuesday comes along. Still no dress. I started to worry because I was leaving town Thursday night when my dress arrived. I read awful reviews that night and kept reading horrible experience with this service. I decided to call the next morning to really see what was going on. The Customer Service rep (who was very nice) informed me that the person before me turned in one of the sizes late and didn't even turn back the backup size. My dress unfortunately wouldn't come in time for my event. She offered to overnight a dress up to 2x the amount of my original at no charge. I didn't want to risk it, so asked if she could simply refund my money. She did and said it would take 3-5 days to show up on my statement. I've read some other horror stories on how people didn't get their refunded so I'm hoping I'm not one of these victims. This was a day ago so I'm still hoping. RTR left me scrambling last minute to find a dress... it was awful. I would never do RTR again. Beware!

I rented a dress in size 10 for a night in Vegas along with the bonus size 12. It was a beautiful dress, but when I put on the size 10 I noticed that when I pulled it over my head I couldn't get it past my bust. Confused, I took it off and went to try on the size 12, which I was swimming in it was too large. I realized the 12 was stretchier and upon examining the 10 realized that they had their own seamstress replace the inside slip with a different material that was not stretchy. I was confused why they didn't cut it to the size of the dress so I measured it to see just how small it was--size 4! They sewed a size 4 slip inside a size 10 dress! It was the night before I needed it so I got a pair of scissors and cut off the ridiculous slip. It fit perfect, very flattering, but felt strange to me because of the cut up lining. Luckily in pictures you can't see the damage to the slip I resorted to cutting out of desperation. Once it was time to return it, I explained what I'd been forced to do to RTR customer service and they said that it was a successful rental because I was able to wear it! Lol! Did not take responsibility for their incompetent seamstress/alterations department. I was really frustrated and sent them a message about it--which they ignored. I mean come OONN! After telling my roommates and coworkers, about my awful experience, none of us are ever using this website again.

A Prom jumpsuit for a 17 yr old, Autistic teenage girl, hates shopping, hates dresses, what a concept, we choose the perfect jumpsuit. 1 day before the Prom the email comes unable to fulfill., they sent a totally inappropriate selection. A halter with everything she hates. This was such a bad first time experience. What a waste of time and money, but to the 10th power with a special needs young woman... Shame on Rent The Runway!

At 3:05 I went to check out after I had a dress sitting in my cart since 2:45. Surprise! They want to charge $35 (the same cost as the dress) for "overnight" shipping when I requested it a day early. Naturally I called customer service and placed the order over the phone. They had some sort of "exception process" for the overnight shipping fee. The representative charged me for 4 of the same dress! She never once read me the total or anything! I called back and they didn't do anything but make excuses and supposedly refund me 67 + the previous refund for the shipping. Called back a third time and cancelled the order. I DOUBT this will be the last conversation I have with them. Don't waste your time.

First, let me say that the regular rental service offered is actually really great. Yes, occasionally items will arrive with issues, but if you have a buffer day (always have a buffer day) they can overnight replacements to you. My experiences with this have been AWESOME. Thus, I was expecting the Unlimited membership to be more of the same greatness.
It wasn't and isn't.
First, they take FOREVER to ship items to you or register that the items have been shipped back. You'll need to allow 2 days from selecting the items before they ship and then ATLEAST another 3 days (although, MUCH longer in some cases) before you have the item in hand. Returning an item usually takes 5 days for reasons I don't understand and that no one seems able to explain. What this means is that from when you start to when you can exchange anything is about 2 weeks into the first month membership. Not good if your first few selections were duds (which mine were).
Secondly, if there's an issue with something they were supposed to ship, you don't find out until the day it doesn't ship... so you've now lost 4 days in turnaround time.
Third, according to their customer support folks, the policy states items can take 5-7 BUSINESS days to ship. That's right. And they don't care if it takes longer. I had a shipment get delayed an extra 6 days and they didn't care. No apology, no offer of a refund or to send another item expedited... absolutely nothing.
Fourth, if you decide to cancel this subscription, they will demand to have the items back in their hands by the end of the subscription or you have to pay as if you bought it. Considering how long that return has taken each time, this means you'd have to cancel the moment you placed that second order to be able to get the items (which takes a week minimum) and return them in time, without even wearing them. This is completely unrealistic, but unfortunately, is exactly what you agree to when you sign up.

Be warned consumer, this deal seems too good to be true, because it is.

Although I did enjoy the variety the service promised to add to my wardrobe, the ongoing hassles of shipments, delays, poor customer service, etc. actually resulted in my wearing exactly 3 items the whole month and a very likely charge for a dress I am returning (once I get it) without wearing it because they won't process the return until after my subscription ends. Hindsight tells me the better option would have been to just rent each thing separately or just have gotten a few cute/cheap outfits that I'd own instead.

I just signed up for their "Unlimited" program, thinking it would be a great deal and save me tons. I read the contract prior to purchasing the membership and everything seemed fine. Turns out, less than a third of the dresses were actually available to me with this program! In the contract they state "nearly everything" is available. I guess "nearly everything" suddenly means around 30%. In the regular RTR, 48 pages of dresses were available, but for Unlimited, only 15 pages of dresses are displayed. What a rip off! This deal seemed too good to be true. Wish I had googled "Rent The Runway bad reviews" before signing up, rather than after!

I had lost nearly 20 pounds, and had worked out for the past year. I am toned and feeling great! I rented a smashing dress to wear out of state for a wedding. I waited all day for the dress. It never came. I saw a UPS sticker on our door at 8:00 pm. Well, we are leaving at 4:00 am so I obviously can't get the dress, In fact, I have NO dress to wear to the wedding and RTR has my money. When I called, the woman offered a promo code for my NEXT order. I did not know whether to laugh or cry. I am seething as I write this. They can not guarantee delivery! I should have purchased a dress for myself. I am flipping through my work dresses. So sad!
Anne Dorsey
Baltimore, MD

Terrible, terrible, terrible first (and likely last) experience with RTR. They didn't have a back up size in the dress I ordered, so I was stuck with the single gown. It arrived on time, but the zipper was broken! Split, and wouldn't close the teeth. We tried to safety pin it closed, but it was unwearable and we missed the charity event we spent a lot of money on.
It was after hours there, so no one could assist me. I left an email that was promptly responded to with an apology stating a refund had been issued (turns out, it wasn't.) I understand things happen, but when I went and read the reviews of the dress I found SEVERAL reviews saying that the zipper was worn and difficult! All I can see if lazy negligence here- the company was time and time made aware of a zipper issue, but ignored it and sent me the gown anyways.
The worst part is, they told me a refund was issued back in February. This morning while paying bills, almost a month later, I noticed they it was never issued! I had to reach out to them AGAIN, and remind them that they owed me refund. I will say that the response was prompt, but there is NO excuse to receive a defective dress, when they were made aware of an issue, and then say a refund was sent when it wasn't.
Don't even get me started that they are still using fur. Had I known that, I wouldn't have ever even made a first order. It's really too bad because I had several dresses 'hearted' with future events in mind, and my friends have had good experiences, but there is no chance it's happening again.

I attempted to rent a dress from them for an Oscar event this past Sunday. Was told the dresses would arrive by 8pm on Friday the 26th. When I had not received them by 10:00 that evening I emailed RTR. I received an email the next morning stating that FED EX had informed them that the dresses would NOT arrive in time for my event. This left me scrambling to find a dress the day before my event!
As I had recomemend the site to a friend for the same event, She too was left without a dress to wear for the event. Neither of our orders arrived in time for the event.
The dresses arrived late Monday afternoon. Since they were there I decided to try them on... wanting to know that If they had arrived on time if they would have worked. My "primary" dress, with back up, I had ordered the regular length, as I was 5'6" and according to reviews this would have been the dress for my height. It was WAY too short. I wouldn't have been able to wear any type of heel with this dress. Strike out on that dress.
I had added a second Style in case my first choice didn't work. I thought for $32 extra dollars it would be worth it. Struck out on that one too! I couldn't even get the zipper un-zipped to try it on. I was afraid I would rip the zipper off so I quit trying.
Overall it was a very disappointing experience. Dresses were NOT delivered on time and I wouldn't have been able to wear either one, even if they had arrived. I will be very leery to try this again.

I attempted to rent a dress from here for a formal event, shortly after I had a baby. I ordered a style with a "forgiving" waistline, two sizes bigger than I was at the time (approximately size 6). Both dresses were delivered in VERY used condition - they reeked of dry cleaning fluid, had rips and snags, one wouldn't zip. AND, despite their "Go-To Girl" advice, neither one even remotely fit around my mid-section. So back they both went.

What followed was a mad dash to try to get another dress before the event. They eventually found one that wouldn't even have been on my radar, that I really wasn't interested in. Ordered a size 10. Size 10 muumuu arrived and it looked like a cheap black garbage bag. Sent back immediately.

Spent 8 hours running around an outlet mall the day of the event, attempting to find a dress. Found one at Nordstrom that was cheaper than the rental, brand-new, fit great, and that I'll wear again! Makes you realize QUICKLY how overpriced their rentals are. The dresses are rented dozens of times. 30 rentals x $150+ each? Holy crap.

Fought with these people for WEEKS to obtain a refund. Finally obtained a full refund.

Never, ever EVER again.

(*Btw, you will see people with the same RTR dresses at big events).

The company did try to help me after I got two dresses that did not fit. They were very responsive but of course, charged me for sending additional dresses when the two i ordered did not fit. I ended up with four dresses - not one of them fit. Ranging from too big to too small - even by same designers. I am an 8 my assistant is a 6. One of the dresses sent was a 10R and fit her perfectly. A pair of earrings they sent were broken. My event was very important and thank God I had a great relationship with the stylists at my local Saks 5th Ave - they saved my life by finding me a gown in 24 hours and altering the length. I would never use this service again for a major ball, gala, or certainly not a wedding. Simply not consistent in the fit and too risky. NO matter how hard they try.

I can't say enough great things about Rent The Runway! The selection is fantastic, the shipping is lightening fast and the customer service is five star. Poor Sharifa usually gets my emails, but her response time, professionalism and friendliness are first in class. I typically use Unlimited and have had dresses shipped to different states along the east coast. The longest I've waited is 3 days. I will definitely continue using their services.

I always have good experience with RTR but i had an issue with my last order.

I want to warn you guys to all RENTERS out there specially the newer ones like me, DO NOT BE LATE returning the dress. DO not just drop it in a drop BOX. I recommend you go inside and have a person scanned it right away. Get a receipt! YOU are still Liable if its missing and not scanned. They will CHARGE YOU!
I got charges $300 for late fee.
I was ready to leave and cancel my membership after everything is resolved. I said i don't want to do this anymore then they emailed me back and i was HAPPY about it. They actually listened to their customer. I am going to stay with RTR and continue renting again. Special Shout out to Camille J from Collection dept. Thank you so much!

I returned my dress as directed at a UPS drop box. 20 days later... with NO call/email from Rent The Runway or their collection agency, I was charged 500$. I had no idea they had not received the dress. The only emails I was getting from them were about deals to rent another dress! I called the collection agency and they are "looking into it." They could not check with UPS if they dress was scanned BEFORE they charged me 500$? Just so you know, you are liable if they dress does not get scanned by UPS. They charge you first then ask questions later. IT is not worth the risk considering they do not even call you to let you know the dress did not arrive. 50$ a day for late returns...

I'm so surprised by all the negative reviews on this site! I've been using RtR for about 4 years, and have maybe rented 5 times total. One of those times was for all 10 bridesmaids in my wedding! The most recent time was this past weekend for a formal gala I attended with my husband. All easy and great experiences.
The one bad experience I had was a few summers ago, I ordered an amazing dress for a party I was incredibly excited about, and we were traveling there, so no easy shopping options once I realized the zipper was broken on the dress that was the correct size. I had to go buy one last minute. However, RtR was very understanding, credited my cost, and gave me a discount on my next order.
When my bridemaids rented the dresses, it worked perfectly. We chose two Badgley Mischka dresses, one light purple, one dark. Everyone ordered 2 sizes, so we had plenty of options. I think one girl had a "replacement dress" (a different dress altogether) in one of her sizes, but we had so many spares it was fine. Everyone looked AMAZING. And no one had to spend $250-$300 on a bm dress they would never wear again.
Overall, I definitely recommend this site!