Rent The RunwayReviews 656

I have been an unlimited member for about 6 months now. I can't say how frustrating it has been. They place your shipments on a 2 day shipping with USPS but don't be surprised when that never happens. It usually takes more like 7-10 days! The selection is minimal and you are only allowed to take out 3 items at a time. They raised the amount from $99 to $140! With no real added perks ( they say they are expanding the selection) But without perks like guaranteed shipping or being able to return and then rent from a store or increasing the amount of items we can take out this is becoming less and less valuable and more a waste of money. I hope they make big changes to this program I will not be resubscribing until they do.

Cannot even give it 1 Star. This organization could care less about the customer. Ordered a dress for my daughters Sweet 16 and at 5:00Pm of the day it was to be shipped they sent an email saying it could not be sent due to damage or late return. Do They said it out without cleaning so why didn't they know before 5:00PM of shipment day. Said if we did not get back to them by 7:00 they would pick a different dress. No phone call to ask why we ordered what we did and what might be an acceptable alternative. Hence sent 3 really bad choices not of which can be worn and my daughter now has no dress for her Sweet 16 which is in one day. Do yourself a favor and don't rent the runway cause basically you are renting whatever they choose to send you! Rip Off!

Please please please do your research before you ever waste your time and money on this company. I read plenty of reviews warning me against it beforehand and I didn't adhere to their advice and I sincerely regret it.
I ordered a dress for a New Year's Eve Gala my boyfriend and I are attending tonight. The allure of renting an Herve Leger dress for $45 pulled me in about a month ago and I scheduled the dress the come a day in advance as the site says "it's stylists recommend." I chose to rent it for 4 days -- you can chose 4 or 8 day rentals and I wasn't going to pay double for only needing to wear it for a day, however clearly that's what is required in order to have a successful experience with this service. This was my first time ordering, so I even got 20% discount. I thought this was the greatest thing I'd ever heard of, in fact I even raved about it to a dozen of my friends, I see now that it was a scam and too good to be true. I received a notification from the company that my order had shipped and was scheduled to arrive at 8 PM the night before-- that was perfect! However, yesterday (the night before) I clicked the tracking number and it said my order would not arrive until Monday, January 4th, two days after I was supposed to have shipped the dress back to them. I emailed the company and sat on the customer service hotline for a half hour this morning... Apparently this happened to nearly everyone who ordered a dress for New Year's Eve according to customer care... what kind of service is that? They didn't even offer to send another dress, do same day shipping to me as they should've... The only thing they told me was I could go to one of their locations and look for a new dress, but there would be a long line for fitting rooms because it's New Years Eve... When I shouldn't have to do that because I planned ahead.
So now I'm dressless on the day of my event, out all the money I spent, and I wasted a hell of a lot of time waiting around for answers.

If you'd like your special event to be ruined, order a dress from Rent the Runway.

Have you ever over washed your jeans and they become faded and dingy? Yea, well that's what they sent me! Whoever put this dress in the bag to be shipped should be embarrassed by the lack of quality they were sending. The dress was supposed to be black but because it was so worn and over washed it looked grey and dingy. The dress retails at $1,200 and the one I received looks like its worth no more than $12. Not to mention, there was a huge stain on the rear of the dress. Every time I rent from them the quality gets worse and worse. Never again.

I rented a dress from them very recently. The dress ( and the replacement) did not fit and I was able to have another replacement dress sent to me and was only required to pay the shipping. Fair enough! I got the dress and it was gorgeous! I ship it back and all is well. And then decide to take a look to see how much the replacement dress costs ordinarily. I found that there is a significant difference between the dress that I ended up with and the one that I originally ordered. So I called the company to find out if a credit would be proper in a situation like this. I was told by customer service that company policy does not provide for credits for replacement dresses when size is an issue. I ended up paying double for the dress. Prior to this, I've had no issues with them and would recommend them at the drop of a hat. At this point, if you are going to order from them, be absolutely certain about the size that you want.

After ordering two dresses for Holiday parties and supposedly securing them I was informed the night before they were to arrive that they were not available but I could rent others up to two times the rental cost. I quickly and in a panic asked for two others to be told they would for sure arrive "a day later then expected and with a 25% discount". I missed my first party and was just now told I will miss tomorrow too as they don't have the third round of dresses that were to be delivered today. What the heck kind of business does this to working busy professionals with families? Completely undependable. RENT THE RUNWAY IS NOT RELIABLE and YOU WILL NEVER GET WHAT YOU REQUEST.

Okay so i had heard Rent the RunWay was an easy website to find a dress on for nay occasion so i thought i would try it for my semi formal. I ordered the dress i wanted with a back up size three months in advance and 1 day before the dance they emailed me saying the previous person had damaged and now i have to go shopping for a new dress in 1 day. NEVER AGAIN AM I EVER USING THIS WEBSITE. Totally disappointed and frustration... would not recommend to anyone

Last year, I rented a dress for New Year's Eve and scheduled it to arrive three days early, because I assumed it was their busy season. The dress didnt arrive as scheduled that day OR the next day and when I called, they kept saying it should be there. Long story short, the courrier had lost my dress and no one knew where it was. They were very reluctant to give me my money back, despite the fact that I NEVER GOT MY DRESS.

Today, they were supposed to delivery my dress for a wedding. Not delivered. I call and they say "it will be there within the hour." Ninety minutes later I call and am told "he will be there momentarily! He's just around the corner." 45 minutes later, I call back and am told they don't know where he is or where my dress is.

What am I paying for? I have no clue, frankly.

UPDATE: I include my original review below. I returned to RTR in 2017 because I did miss spoiling myself with the fashion adds. Their customer service has improved significantly. I have had issues and have had customer service response that was exceptional. I give them a 4 because I love their products. I can't give them a 5 because they don't have enough styles for larger sizes and because they are still expensive for the unlimited (mytote is cheaper- but so are their products). Their website & app are also much better now.

Below is my review when I gave them a very poor review:
I did RTR unlimited from 2/15- 12/15. They started at $50 and it was a great deal considering the quality of the items I was receiving. They then increased it to $100. I didn't like that price but again I continued with it because I liked the quality of the items. Now they've increased their price to $139. I'm struggling to justify it. I hate their website. It's always freezing. Just a crappy UX. Also I had a hiccup with a return. It took them 2 weeks to credit and get me new items. At such a high monthly rate I asked for a credit for the time lost (their fault). They refused and their customer service did nothing to engage me as a customer. I dumped them. I will miss their great quality items- but it's hard to to justify the high and increasing monthly cost + bad UX + bad customer service.

REALLY DISAPOINTED. I used rent the runway for the first time and ordered 2 dresses and a jacket... No back up sizes available. The dresses didn't fit well as most people know designers and sizes can vary quite dramatically I returned them the next day. I was shocked to find out 1) that they only give you a website credit for your dresses even if you never wore them and 2) consider a JACKET an accessory ( non returnable) huh? Or and 3) they sent a return bag too small to fit everything so I had to go to ups and ship another package ( which on their site says they will reimburse you)... Well customer service then told me this was an old policy! They have a lot to iron out! Now I am stuck with a possible $200 credit i(f they accept the fact that a jacket is not an accessory)to a website I do not want to use ever again. Really bad buisiness model if you ever want returning customers.

The dress was scheduled to be delivered on a Friday. The shipping method selected by Rent the Runway was 2 day air through UPS. The last UPS online tracking update was Thursday night. The dress was not delivered on Friday. After seeing UPS trucks driving around the neighborhood with no delivery, I called Rent the Runway. After spending Saturday morning talking to both Rent the Runway and UPS, I found out that 2 day air didn't include weekend delivery. Huge customer service failure. I will not be using Rent the Runway again. How can you schedule delivery on a Friday and not have Saturday delivery when UPS delivers over the weekend?

Last night was my first time renting from RentTheRunway... although the gown is beautiful and I believe they have a good service- their return policy will prevent me from renting from them again. You only have until 12 pm the day after your event to return the dress and then you're slapped with a late fee. I'm able to return the dress today, but because I have a full time job... I can't make it to UPS until this afternoon but I'll still be paying $100 worth of fees. That's too short of a window to expect people to be able to return dresses without getting stressed out of rushing to UPS the next MORNING after they had a fabulous event. I used to use one of their rival companies, LendingLuxury.com in which dress rentals are due the 5th day after you receive the dress- thus giving much more flexibility for me to be able to drop it off. I will be returning to LendingLuxury.com.

It is very difficult to cancel your order, once placed. I think you have to cancel 14 days in advance. I removed 3 dresses from an order, and it still arrived. I called shipping department and said, okay I will pay for this order, but need to keep it through Saturday night. I want to cancel the second order. So they said they do not see it in my orders. So today I get an email confirmation that the second order is being delivered tomorrow. Obviously I am not in the mood to pay for an order already cancelled. When I try to reply to their e-mail it does not go through. What is the e-mail address for Rent the Runway?

I have been subscribed to the unlimited plan for the past several months. I used to be able to get a much quicker turn around in the shipping and processing of an order that I would receive usually about 9 dresses per month. Selection is not always tear but decent enough to justify the price. Then recently I have noticed that they take longer and longer to ship items out and are using usps instead of ups which they formerly used so dresses are arriving later and later. I am lucky to get 6 dresses per month because the process of shipping a dress back and getting a new one now takes more than a week! And then u get an email stating that they are raising their prices to 139 a month. That basically means for the 6 dresses I get a month (if that) are costing me almost $27 per month! And the cost of the subscription is $1700 a year! I d rather save that money and buy a few key pieces per year than waste on a slow and frustrating service. I know and how customers realize the rip off and leave in droves.

I've been a fan and promoter since the company began, they continue to increase prices without justification. UNLIMITED program started at $49/mo then increased to $100 and now it is $139/mo! I don't see any increase in service to justify the increase in price up to $139. What was once an amazing deal make less sense. There are more competitors creeping up to the level of RTR, and RTR is slipping in what was once stellar quality, customer service and shipping speed. Maybe if they added a 4th item to the subscription, or different priced plans I could stomach it.

I rented my original dress a month before my event (my brother's wedding). The night before it was slated to arrive, I get an email that something happened, and it wasn't going to arrive and I had 1 hour to pick out something else, or they will just send me a replacement. As I was at work when I received this email, I responded with two emails, asking for help and never received a response. They sent me a dress I didn't like and not at all what I was looking for. I emailed them again expressing my disappointment in their service and received an email back and someone assisted me picking out a new dress. That dress was supposed to arrive by noon on Saturday, the day of the event. On my own, I checked the status Saturday morning and it apparently had changed, and wasn’t going to arrive until Monday. That I didn’t even receive a notice about the change in status, is beyond reprehensible. Further, when I called to find out what happened, their response was oh, we will issue you a full refund. Clearly no one understands customer service over there. Instead, what someone should have done is get on the phone immediately with UPS to find out where it was and see if there was some way to get it to me, because as I found out later, it was in Brockton, only 45 mins from the venue. Even more so, after I was already disappointed in their customer service after the way they handled my order already. Seemingly passing the buck and blaming UPS is a cop out. You should be responsible for your products and service and trying to blame someone else, is childish and bad form.

I like the idea of rent the runway, and I understand that sometimes mistakes are made that are nobody's fault, but the least a company can do is have a customer service plan in place to help their customers when things go wrong. I ordered a dress to arrive on a Thursday before a wedding weekend, and got a shipment confirmation that Wednesday that it was on it's way! Unfortunately, when I clicked on the UPS tracking number, it showed me that it was another 5 days out from arriving. So, obviously I wouldn't have the dress in time. I tried calling their customer service number, was on hold two separate times for 30 minutes, without ever talking to somebody. I sent two emails to their customer service team (*******@renttherunway.com) and never got a response. I kept trying the phone number over and over again, still nobody picked up. I am being charged for the full rental, even though it will be arriving after my scheduled delivery date. Horrible (in that there was zero) customer service.