Rent The RunwayReviews 656

I have used RTR on and off for years and always had a great experience. This past spring I signed up for an unlimited membership because I had a lot of things coming up I needed dresses for. It's been a nightmare. It takes days and days to hear back from anyone in customer service. Quality of the clothing is subpar at best. I have had things arrive stained and so stretched out or worn they don't fit right. Shipping takes forever. I had an order that was meant to be delivered last night, never show up, and when I called was told "we don't know when it will arrive" & as compensation I was offered 2 bonus spots. What the actual h$ll am I going to do with 2 bonus spots if I can't even get the the original order I placed? I don't want bonus spots- I want my delivery, or, my money back. RTR has gone downhill hard and fast- would not recommend.

They have terrible service, unprofessional and they will charge late fees even though you return the items on time

This has been the absolute worst clothing service I have tried hands down and I have tried a few. Terrible customer service! Multiple times I had complained about clothing being torn, stained, and tattered to the point that I could not even wear the garments! They looked like they belonged at the Salvation Army! Multiple times I tried to reach out to customer service, took them days to respond and then they really did not fix the issue as it happened repeatedly! They offered me a pitiful partial credit. Problems with orders, charging me fines, and again crickets when it came to customer service. When I threatened to cancel my account they basically just did it with no further notice!? Then offered me another shipment then demanded that shipment back before I even wore the clothes and again started threating late fees! How do you treat your customers like that when they have been with you for over a year and have spent thousands of dollars? Save your money and go with someone else. Literally the worst! If I could give no stars I would!

Don't shop here. Rent the Runway does not treat it's employees like humans. They have proven again and again that they find their employees expendable and cycle through them like it's nothing. Their customer support employees could have the highest quality rating, but will be fired if they don't get enough calls. My friend worked there for years, was never promoted, then got fired even though she had a very high quality rating. Don't give your money to businesses without a heart! Support businesses who actually care about their employees and treat them with respect.

The majority of the dresses in stock have remained the same for years. Now that they use FedEx and you can't return things at a kiosk in Wework, it regularly takes a week for the parcel to reach what would be a 2.5 hour drive. I get a heart attack every time because FedEx doesn't scan the package for days. I know that's a FedEx issue but RTR hired them and chose that service. After I return the package it's just in the ether for the better part of a week each time. This last shipment smelled like cigarette smoke so I contacted customer service and returned it immediately. That was a week ago. So I'm out any spots because their customer service has gotten awful. I'm so exhausted by their poor service and all the outfits look worn out and have been in circulation for years. If it had the stock, quality and service level as a couple years ago I would deal with the horrible customer service but it's just a headache.

Not only were most of the items unavailable but they were unreachable, unhelpful, and did not respond to my emails. They charged me even though I cancelled and didn't order the second month because nothing was available. Be careful and do not trust this company!

I had always wanted to join the monthly subscription of rent the runway but always had too busy of a schedule in medical school and residency to justify a monthly subscription for cute outfits with little time for a social life. Finally my schedule improved and I joined post-pandemic. Unfortunately, most of the cute, fashionable clothing seems to be gone post-pandemic and now they have I'll-fitting clothes that they likely acquired on after-sales from brands that couldn't sell the items. I'm disappointed. I'm hoping with a bit more time post-pandemic (and $ as people reactivate their accounts and join since they're going back out into the world) the options will improve. If not, I'll be cancelling my membership. Rent the runway please start trying to acquire cute fresh items— not just the ill-fitting, odd garbage that brands couldn't sell! Let's get some fresh desirable Hermandt and Nanita, Cynthia Rowley, Zimmerman, Reformation, Alice and Olivia, etc.! Please!

I placed an order because they had a sale going on. They took the money out of my bank account and I never received a confirmation email or anything on the account I made. The order is no where to be found. I have contacted the support team MULTIPLE TIMES and NO ONE has returned my calls or emails. So, thanks for taking my money and giving me nothing in return…

I have been using RTR for over two years and I had put my account on hold through the app but they continued charging me full membership fees. Not to mention, during the last year, I experienced terrible quality in the rentals, 2 items even had stains and 3 had holes. I had finally had it because they continued to charge be $100 dollars, while I wasn't even using the service. It took 30 minutes to get someone on the phone and the customer service rep was soo rude and so unhelpful, I ended up cancelling my subscription altogether. The quality has gone from 100 to 0 in the last two years. If I could give it no stars I would.

When you look at RTR online, there is a great selection of beautiful clothes. When you sign up, they are no longer there. My understanding is they show you things that are not available to entice you to sign up. Once I realized this, within minutes of signing up, I reached out to cancel my membership and ask for a refund. Their chat is disabled, their call time is insanely long and the email went un answered. Finally, days later, I got ahold of them and they told me they do not do any refunds even though I had never rented a single thing. Terrible company looking to take advantage of customers through fake products.

I've been an unlimited member for 3 years. Over the last year, they switched carriers, which lead to delays and significantly less rentals. Now with the current program, there is no incentive to return items, so you'll never have access to the best pieces. Delivery takes so long, you can never get what you've paid. I tried the 5 shipment plan, nut with two weeks wasted waiting for delivery, I'll never get to use the shipments I've paid for. Customer service is unresponsive at best - for at least the last 10 months. Finally, I've received multiple shipments of damaged, over worn and unwearable items (not ironed, etc). Don't waste your money... all you'll get is aggregation

I called costumer service since I noticed there was an item I sent that they didn't receive. I was on hold for more than an hour until I had to hang up to answer another call!

I placed an order for a dress to arrive for a wedding. I ended up having to change the dates, but they NEVER answer phone calls or respond on chats. I ended up emailing them and I haven't heard back for DAYS. I ended up changing my flight to reflect my current rental dates and they replied back saying that they changed to new rental dates. At this point, I had to change my rental date back to what I had. They could not change the date back because the dress was not "available" and charged me cancellation fee without CONSULTING with me if the cancellation fee was okay. I've been calling RTR, but they would NOT pick up their phone calls (been on hold for an hour) and I've been on hold for chats for at least 15 hours daily (I've been on hold for a chat since Monday). Girls, please AVOID THIS RENTAL PLACE. I would believe if this was a scam website. I believe I learned an expensive experience to never rent dresses online.

I was excited to try Rent the Runway. While you do get what they say you get, I was expecting household, high end name brands. What I had to select from were mostly brands I didn't know. I also had a hard time finding items I liked. They give you the option to buy the item if you want, but only for a very small discount (not worth it). One item I could buy for the exact price I could buy it new. It was also confusing figuring out when my clothes were due to send back. I still don't know. 2 of the 4 hangers they came on broke as soon as I took the clothes off them. All in all, the app wasn't as user friendly as I'd hope and the clothing selection was disappointing. I was pretty disappointed with the whole experience.

They charge 2,198.00 for returned items to my credit card and do not answer my phone calls for more than 3 weeks. 5 Items returned already totally disrespectful and poor considerations

RTR unlimited used to be a great deal. It was easy to return items that didn't fit or weren't a good style match, and it was fun to explore new styles from RTR brick-and-mortar stores. The new limited returns each month defeat the purpose of a monthly rental unless you have a specific event coming up that you need several outfits for.

RTR customer service has also been seriously scaled back and is no longer effective. In 2019, I would call and have someone on the line within 10 minutes at most. Now, it's impossible to reach customer service reps by phone or social media, and emails take TWO to THREE days to receive a response -- which, if you have a special event or weekend you want to wear an item for -- completely defeats the purpose of having a customer rep available at all.

I had the 8 spot rental membership. Half the time the clothes didn't fit or were so beyond worn that they were unwearable. I got an order and one of the dresses had white stains on the inside lining (yuck)! You can't get ahold of customer service and when you do they don't care. I accidentally sent my makeup bag in the return garment bag. I called at least 10 times waiting nearly an hour every try. When I finally got ahold of someone they told me they would do their best to get the makeup bag back to me. It's been 2 weeks already. No follow up email or makeup bag. This place is awful.