Rent The RunwayReviews 656

Wish I could give one star. Horrible customer service. Clothes are very worn. Shipments get lost in mail. Nothing arrives in 2 days like they say.

They require you to create a membership to view sizes and availability. Although NOTHING was ordered and shipped to me, they still charged me a monthly fee and refused to refund the monthly membership fee. I was unable to order/rent a dress for my event because nothing was available in my size. They did not provide a service and still charged me. I do not recommend!

I've been with Rent the Runway for barely 2 1/2 months and in that time they've messed up or mis- delivered all of my orders except 1 (which was itself a replacement order for one that they had messed up). Their customer service basically says they'll TRY to help and submit a request to fix things which doesn't even usually work. This time my order was time sensitive. I ordered my items over a week before I needed them. They don't proactively let you know things will be delayed and then even now my replacement order won't make it in time to the hotel I'm staying at before I leave on my cruise to celebrate my anniversary. They had said they would overnight a second shipment there that will not not arrive until 4 days from now at which point I will be on a cruise and can't receive them.
Every time is a problem. Every order has a delay. All of which I'm paying for the time they spend too figure it out without use of what I'm paying for.
Unreliable.
Terrible follow through.
My suggestion: go with one of the other rentals companies - I will be

The company/membership prides itself on saying there's "no commitment" yet if you tell them you aren't going to use it, they will still bill you the monthly rate regardless of whether they provided you any goods or services for that month that they charged you!
If you try to talk to their customer service representatives you might as well be talking to a robot that keeps repeating the same phrase they learned in training: "I'm sorry but we're unable to issue you a refund" Asking to speak to a supervisor or management personnel will only get you what seems to be an auto-generated email stating the same thing the representative on the phone said!
Do NOT make the mistake of subscribing to this membership! It is truly a waste of money! The company has NO problem taking your money and not providing you ANY GOODS/SERVICES!

There is no warning for when your paused account is going to be active. Was charged 100 for receiving nothing at all. Chalk it up to experiences. Run don't walk away from this company.

Customer service never replies back to you, they rent you clothes that smell, the neck line of blouses and shirts are all worn out, the zippers on jackets are over stretched. At this rate, this company will be gone in a few months.

I recently ordered a few dresses to try on and wear for a wedding on 12/31. I tried on the Jenny Yoo Navy Farrah Gown in sizes 8R and 10R, but the waist and bust were so loose and the straps so long that I couldn't wear it at all. Then I tried the Jenny Yoo Red Aidan Gown in size 8P. This one was too small. I found it frustrating that the Farrah gown in the same size was too big, but the Aidan gown was too small. Their sizing chart must be incorrect.

I ended up wearing the Hutch Merlot Floral Gown in size 8R. The dress fit perfectly and was very comfortable, but after wearing it for a short amount of time (less than an hour) one of the straps broke right above the bust, while I was at the wedding. I'm sure you can understand how embarrassing and stressful this was for me, as I didn't have a change of clothes with me. We pinned it down with a safety pin. Then, a little while later, the other strap broke while I was just standing still. I had to again find safety pins and try to secure the other strap. I spent the rest of the night in a chair wearing my husband's jacket because I was too embarrassed to dance in case the dress fell apart further.

I emailed asking for a refund for at least half of my order. I measured myself before ordering these dresses yet only 1 out of 5 fit me properly. The one dress I could actually wear out of the house broke within an hour and ruined my night. I used Rent the Runway a few years ago and had a great experience, but I will not be using Rent the Runway again if these are the product standards they now uphold. This entire experience made me lose confidence in my body and confidence in this business.

My first order had clothes that were over pressed and over used. I immediately cancelled my subscription. They continue to charge, despite multiple emails saying they will stop. Three months later they still order me money. Outrageous

There's so many Karens on this website it is unbelievable. I've been a customer of RTR since 2019, ordering 4-5 items 4-5x per month regularly since then, and I think they are terrific. They survived a PANDEMIC, people - get a grip. Yes, I know it's a problem for some people to not be able to return items to a local RTR drop-off or store, but they altered their software to allow members to send back items and get their next shipment pulled together and shipped to them, while their "at home" items are in transit. Not only that, but you can do this on a weekend, and put the items in the mail on Monday.

Additionally, they work with ReturnMates, who provide a free service to RTR members, by picking up/dropping off RTR bags on your doorstep or to you in person, so you don't even have to go to UPS!

I've never received the wrong item or size, not even once, and I have rented hundreds of items. I find a lot of these reviews to be just ridiculous. If I have a question or the rare problem, RTR Customer Service makes it right for me, every time. They are very courteous and professional; again, I've never had a problem, ever.

If you Karens don't like it, don't use it! More rental availability for me.

This pains my heart to write this as I have been a loyal RTR customer for over 4+ years now. The service is progressively getting worse and worse. My last 2 orders were as follows:

1) Dress arrived crumpled in a bag with a broken hanger to my hotel room where I had an event. Needed to have it pressed and then folded it back up in the bag with no hanger to ship back. Did they change to plastic shipping bags and not the blue cloth garment bag?

2) Ordered a holiday outfit to my company's office, where it never arrived because there was a missing Suite # on the shipping address. Address was never verified through their website, I was never alerted to update or fix the address. When it was eventually returned back in their warehouse I was still charged a late fee. It wasn't until I actually reached out - that they told me what had happened. I just wish there was some proactive outreach or text alert so I could track it, help fix the situation and have an outfit to wear besides jeans and a blouse to my fancy holiday party.

Regardless, they are making it harder and harder to use their service and I'm just disappointed.

Such a waste of time and money.
Every single shipment has an issue, from sending me the wrong size, the wrong item, or items that are too over worn, damaged and some that have a very nasty smell to it. I call… they apologize and it happens again and again. Then, when your send in your items- it takes up to 3 weeks for them to process it. What that means is that your account shows "overdue" which means that they will automatically freeze your account until the items are marked as received. Sometimes I send a bag with 4-5 items in it. 2-3 are marked off but the other items take another 10-14 days to be accounted for which makes no sense. As a result, in December I was only able to use one of my 4 shipments because my account was frozen the entire time. I would call, yell… they would tell me that they will unfreeze it and then would not. I pay over $300 to have 4 shipments a month which basically I can't use because they are short staffed at their company (which they admit to)- that is causing significant delays on processing items they receive. I also am starting to think that this is a very good scam on their part. They freeze your account - you can't do anything about it- yet they refuse to give your credit for the month despite acknowledging that they are taking "longer than usual" to check items. I am in the process of taking legal action! Stay tuned! :)

This company promised my daughter a refund since you have no sizes to fit her and you decided to give her a store credit. How can you do this? Your company has NO sizes to fit her! You have done NOTHING to earn any money from her. You are being reported and I hope your company goes under! You are THIEVES and LIARS! No manager available, no phone number for a manager. This is a shady business! DO NOT USE!~! This company rips people off! Go look at their BBB, nothing but bad reviews!

RTR use to fun. I use to look foward to the getting items. However this experience has drastically changed due to recent changes to their membership. It's not so complicated to not only have items available in my size. When items don't fit they do a 1x courtesy of changing items but after that u lose a spot. Their new rules are challenging and only benefit RTR. If u like something and want to keep it longer than other items u will miss out on future slot and the amount of items decrease for the rest of the month. And items can only be add when u have a shipment otherwise u loose a shipment. It's only good when u have an event otherwise it's not something I would recommend on the norm.

They unpaused my account without notifying me and refused to refund me. I've been a loyal customer for years and they refused to compromise and repause and refund, or even credit me for a month.
They have no one available to speak to that can help solve problems in any real way. They just want to take your money.

I will NEVER EVER deal with this company again. After being a loyal customer for years - I ordered a dress in the clearance sale and was sent a damaged dress that was altered. They never made an effort to resolve the situation. They passed their damaged merchandise to me, the customer.

Their company is successful due to stealing money from unknowing members and customers on a monthly basis. They have zero lack of care for customers and members. They also train their employees to be cold and heartless just like the company. Also, has everyone noticed that they never have any good clothes available to rent in the first place? Talk about FALSE ADVERTISING.

They will restart your account without you knowing. I was charged for 6 months w/o any clothes shipped.

Where's the Versace? Prada? Fendi? Gabbana? Balmain? Givenchy? Dior? Off-white? Heck at least some Moschino? Where are all the popular designers? The only brands available are ones I have NEVER heard of until I joined. You might see a Tory Burch item, or Proenza, def Herve Leger…. But bandage dresses are not the trend anymore… rent the runway will go out of business by the end of 22 if they don't get it together. Who ever picks the clothes for this company needs to be replaced. If I wanted to wear BB Dakota I would just buy it instead of paying for a membership, it cost the same! P

I made the mistake of not checking reviews of RTR before placing my order. I knew about it from a few years ago and decided to give it a go and rent a dress for an upcoming wedding. I placed my order a month ahead of the event. I got an order confirmation sent to my email and just kinda forgot about it.
Fast forward three days before the event and I started to get worried that I hadn't received a shipping notification. I emailed customer service with my order number around 10:00am. Around 3 I got an email back that stated that they didn't have an order associated with my email account… even though I gave them my order number and the confirmation was sent to that email. I sent another with my phone number, order number and another email it could've possibly been sent to (it wasn't). Only to have them send me an email at 4:54 claiming that my order was canceled due to a technical error. Ok, so why am I just now learning about this and why hasn't a refund been issued yet? They offered a promo code of 20% off and offered to expedite the shipping for another dress IF I RESPONDED BY 5. They gave me a six minute window which would't have been a problem if they just told me that after my first email. I'm waiting on my refund because despite the technical error canceling my order they charged my card.
What a sorry company with sorry customer service.

I was so excited to try this service out, but ended up being disappointed in the product selection and customer service and cancelled after 2 months. I signed up a month before a wedding in hopes of finding a wedding guest dress. There were a few items in my size and maybe 10 new dresses were added within that month, despite the fact that RTR prides themselves on new items daily. I ended up NOT getting a dress for my special event and had to buy one elsewhere. Also, they let you have up to 2 items 'free' within your first 2 months as you're getting used to the platform. I tried to do this and they told me no. Would not recommend.