Rent The RunwayReviews 656

I wish I could give this company ZERO stars. I've always been an excellent customer with RTR in my past 4 rentals with this company, never having damaged anything or returned anything late. The last time I rented two dresses from them (4 total including the alternate sizes), someone broke into my friend's car after our trip and stole all our luggage with the dresses along in the luggage case.

We filed a police report that night and called RTR right away the next day. RTR gave me an email address and let me know to email them with what happened, which I did immediately as well as attached my friend's preliminary police report, a list of everything stolen and the value, and also pictures of the terrible incident. RTR then replied that I owed them 200% of the retail prices of the dresses, totaling over $2000, and completely disregarded or didn't even have any empathy for what happened to our situation, which was beyond our control.

After an additional email from me saying that the charges were unreasonable, they reduced the amount to a little under $1400. However, what they said was that they were charging me 100% of one dress and 200% of the other dress. The is completely unreasonable still and this is why. The two dresses that were stolen in the car are gone, but the two dresses that were alternate sizes were returned immediately the day after the police report was filed, so why am I still being charged 200% of the dress I returned. I did everything I could to return what was not stolen.

I find it repulsive that RTR still feels the need to make a profit off of an individual when they are a large corporation and taking advantage of an already terrible situation that happened to us, by charging customers 200%, which is not even necessary and completely ridiculous.

I am currently in dispute with them on BBB and will update this post when it is resolved. Feel free to look at all their complaints on BBB before you decide to rent from this place. RENTERS BEWARE.

I was excited to try Rent the Runway for a black tie optional wedding. I reserved my dress almost 2 months in advance and anxiously awaited its arrival 1 day before the event. The day before the event, in the morning, I checked the tracking information. Not yet available. Strange, but ok. Later that afternoon, I once more checked the tracking info. It stated that my dress was scheduled to arrive in 3 days - Two days AFTER the event I needed it for. In a panic, I called RTR customer service. They confirmed my shipment was in fact lost. They offered to send me the same dress in a smaller size. They then emailed me a list of alternative "similar" dresses that were available. I wouldn't have been caught dead in any of those dresses. I picked one, only to find that one too was being shipped in a size too small for me to have any hope of fitting into.

No one should have to scramble less than 24 hours to find a gown for a black tie event. RTR refunding my money and shipping me replacement dresses that I couldn't and didn't want to wear didn't even begin to fix my problem. Had I steered clear of this abomination of a business altogether, I would have had ample time to find the perfect dress to wear.

What this company doesn't understand is that giving a refund because something happened doesn't solve the problem. It is the bare minimum that I would expect of them. They do not seem to understand what a pickle they put you in when you are completely relying on wearing the dress you reserved and then have the rug pulled out from under you at literally the last minute.

I would never again in my life use RTR and I will go to the ends of the earth telling every single person I ever meet not to go anywhere near this pathetic excuse for a business.

I have to say I was really excited to be able to go to the Chicago store and try on the outfits I wanted for a weekend wedding. I was a little taken aback that it cost $25 for the opportunity but seeing as I could tell them exactly what I wanted to try on I thought it would be worth it. My sales gal, Jessica, was very helpful but ultimately the one dress I wanted they didn't have in my size. And I made the appointment 5 days ago! I ended up spending $125 for a dress I am not crazy about. So so disappointed.

I had an event on a Saturday so I made sure to order at least a few days in advance. I was at the location I requested delivery an entire day early since their delivery windows are 12 hours and I was told I needed to sign for delivery. I received a one ring phone call at 7pm that I assumed was the courier so I called back immediately. The courier couldn't find my name or phone number at first and by the time they did (7:30) the courier had already gone back to the warehouse. They wouldn't re attempt delivery and I needed the dress by Saturday am. I spoke to 5 people at RTR customer service and had to reeducate each person of my situation. I was promised a full refund and a delivery by 9am. I never received a refund or a dress.

I was a first time buyer who had also paid the annual fee in this purchase for free shipping the remainder if the year. Unfortunately that was a waste of money as I'll never attempt to rent a dress from them again. I only hope they are competent enough to have the courier return the dress to them and not lose it so I'm not charged for a dress I never got. More to come...

Worst part... I wasted 24 hours waiting for them and spoke to 10 people at courier and Rtr and still had Nothing to wear to event

I would not recommend this store to anyone who is interested in a junior or senior prom dress. The merchandise in the store is certainly not "runway" quality. The dresses were not unique and definitely not designer quality. I was told that they would have had other selections if they were aware of what my daughter was looking for but I had told them over the phone. From a mother's point of view, it was a waste of $25 and travel time to the city. One can do better in a department store. The rating of a star was for the young woman who helped us. She was lovely and made an effort to assist my daughter.

I've rented a few times and honestly have never had an issue with anything I received or in my communications with the company itself. I felt compelled to write a good review because I was shocked how many people seemed to have negative experiences and thought I should even things out a little.

Yes they're going to charge you if you're late. That's stated pretty clearly in their policies. Honestly I'm glad they charge huge late fees if you don't return on time. If you hold the dress longer, that means someone else who was counting on it - didn't get the dress in the size they wanted for their event.

I'm about to rent my 7th order this year. They've saved me tons of money, I get to wear a nicer dress than I could normally afford, and it's a painless process if you just follow the rules. Support has always been great about communicating with me.

I am giving this business five stars because of their customer service, not because of the dress. I was not able to wear either size evening gown that I ordered due to length issues. That said, their stylist employees are terrific. On every email I sent, I got a response in minutes, and keep in mind that this is two days before New Year's Eve. Both Michael H. And Sarah C. Were kind, sympathetic, helpful and efficient. My refund credit never expires and I can gift it to a friend if I wish. Hats off to this company. Great job on putting customers first!

I am attending a NYE wedding tomorrow evening and rented from them fairly last minute. (on Dec 23rd) Every dress I liked was pretty much rented at that point, however, I did finally find a dress I liked and that was available. Also based on the reviews of the dress and quite a few of them stating the dress ran small, I opted to order the free "backup size." Said they would be delivered on the 29th, and they were. The "backup size" ended up being the one that fit thankfully, HOWEVER, there is a hook & eye closure at the top of the bodice of the dress, and the eye part was missing. Meaning I now had to rush to try & get that fixed if I actually planned on keeping the dress zipped up all evening. I then also noticed a light grey stain on the front of the WHITE bodice! Awesome! Thankfully my dry cleaners are able to fix the hook & eye closure – but could not guarantee the removal of the stain. Hook & eye closure repair + stain treatment + rush fee = ALL AT MY EXPENSE. (sure it probably won't break my bank, but that's beside the point) Had I of expected to receive a damaged dress that I was going to have to get fixed 24 hours before my event, I wouldn't have bothered! And now having read all the dress return nightmare stories, I'm totally freaked out about having to get the dress to a UPS drop off on New Year's Day! (THAT should be a ton of fun, huh?) My advice would be to skip the unreliable rental website... either borrow something from a friend or buy a dress on clearance!

I wish I would have read the reviews before wasting money on this dress scam. I rented a dress last year and it didn't fit, got 2 sizes and one was too big the other too small. They do NOT give you your money back. So they credited me ony 60.00 of the 100.00 I spent. I thought I'd try this again this year same time and again dress didn't fit and looked cheap as did the one from last year, I got the 30.00 pro package and when I called to return the dress, they would only credit me for anything on the website which I saw nothing I wanted to purchase. So I've wasted 160.00 on this website and please ladies read their terms before doing anything because they are basically telling you to take a chance on their merchandise and if if doesn't fit, they have the right to take your money because it says so in their agreement. Further more why take a chance on such a clearly unsure thing. This was a lesson learned, I will tell everyone I know never to use this organization.

This is by far one of the worst experiences with customer service I have ever had. The tracking number they sent me was old and did not work. The customer service department came up with some lame excuse that sometimes they accidentally send old tracking numbers. Um wtf? The dresses only looked slightly worn when I received them BUT both sizes I ordered smelled as if someone had sweat in them profusely and then had not ever been cleaned. I had to have the dress that fit me cleaned in order for it to be bearable to wear the night of the wedding and even after cleaning I still smelled body odor on it (and I assure you it was not my own). I even reviewed the dresses on the RTR website and explained how terrible they smelled and no one from customer service bothered to apologize for my bad experience. Finally, I decided to return the dresses in a UPS drop box since the return instructions explicitly said that was fine and a month later I receive an email saying the dresses were late and I was subject to up to 200% of the retail price of the dress depending on how late they were. They conveniently contacted me after store hours on a friday night so I could not call them until the following monday. I spent 90 minutes on hold Monday morning and finally hung up because I had to go to work. I emailed them and for 2 days still receiving no response. Then I decided to call again and their phone lines were having "technical difficulties" in which I emailed them again and have still heard nothing. So all in all I suggest NEVER ORDER ANYTHING FROM THIS BOGUS COMPANY.

I wish I would have looked at these reviews before my rental instead of just renttherunway.com's site. Now it's the morning of my event and I have no gown. Aaaargh! They very politely gave me a credit for a free rental and are very sorry, though. I also received a survey. The questions were all about how friendly the stylist was when "solving my problem." I think they are asking the wrong questions. If their distribution processes are screwed up, they have a MUCH BIGGER PROBLEM then if their "stylists" provide polite service. Angry and frustrated.

I rented two dresses from this company on different weekends. On both occasions I received an email the day before it was supposed to arrive saying the dress had been returned to them damaged and I had to choose something from the leftovers that had not been reserved already for the weekend. The first instance turned out ok because it was a cocktail event and they have a lot of those dresses, I was able to find something that worked. On the second event, it was for a formal wedding. They did not have another option that I liked and they would not offer me a refund. They did offer a free rental in the future - but why would I put trust in them for an event again? I was finally able to find something that was available the day of the event. They then shipped it to the WRONG address (even though they had shipped my back up to the correct address the day before). I had to drive 1 hour each way to get the dress and was late to the wedding. They sent me an "apology" email that very passive aggresively told me that they didn't give a $#*! that they'd sent it to the wrong address. The dress they sent looked fine, but it was stretched out and the boning in it was a mess (it laid flat, but had moved around in the bodice). It was definitely not something I would have paid to rent. I sent them a review with a photo that was accurate and (I believe) helpful to others. It's been almost a month and they will not post the review. They keep telling me that reviews take 3-4 weeks to review, but my positive review from the first dress was posted within a day or two of me submitting it. This company is crap, not worth risking your event with them unless you don't really care what dress you wear.

The dress I rented as a bridesmaids dress never arrived at my hotel. They told me it was the hotel who refused the dress, but that's very hard to believe knowing that the hotel front desk knew how important this package to me!

I spent my Saturday morning on hold with RTR for 52 minutes before choosing the option for a rep to call me back. I then had to waste the entire day of the wedding looking for a replacement. I didn't hear back from RTR for over six hours from the time they said they'd call me 'right back'. The automated messaging system is a nightmare when you just want to speak with a real person!

Only reason why they got 1 star instead of 0 is because they issued me a quick refund.

My story sounds the same as the many who did not get the dress they ordered. I ordered a dress 1 month before an event only to get an email 2 days before that the dress was not available. I was offered Any other dress regardless of price so after spending an hour on the phone with a stylist I still had no dress... I picked out 4 additional dresses all of which were not available. I ended up cancelling my order and scrabbling for a dress 1 day before the event. They promised me a refund but so far no credit to mt account, anticipating being on the phone, wasting my time to get a refund... Night mare... Will never try this company again!

The size chart and product details do not correctly explain how to judge the size you should be ordering. As per rent the runways guide I ordered correctly for my size only to find that although the shape wear fits my body the built bra does not. I ordered a "small" to fit my size 2 body and a 34 D cup. Rent the runway explains that the cup is adjustable to up to a size DD, they do not. Only after looking on the DMONDAINE web site did I find the true sizing information. Now I am stuck with a $160 piece of material I can not wear as they would not exchange for larger size even with all tags never removed.

A dress that I rented and was charged for months in advance did not arrive the day it was expected and unfortunately I had to leave the next morning and would not be able to receive the late package.

When I contacted them, they offered a replacement and a refund... or so I thought. So, I requested a replacement dress (one that was sub-par because of course the one I originally ordered was now not available). It was completely their fault and they even admitted to it, but then they refused to offer my refund because they stated I received a replacement dress and I misunderstood the transaction.

So, I was supposed to just eat up the cost and suck it up and get a stupid last minute dress that no one wanted without so much as a credit or refund.

If this is how they operate, I cannot recommend this company to anyone. I am almost in tears about how deceitful and unprofessional this company is. I have rented many times previously from them and had been a loyal customer, but if this is how they treat people who have supported them, they don't deserve your time. Shop somewhere else. Rent somewhere else.

Oh, and P.S... some of their dresses are so very used and look very worn as well.