Rent The RunwayReviews 656

There is not simply customer service, no body answers the chat, emails or calls. They used to be pretty good but they are getting nasty.

I have been a loyal member of Rent the Runway for over five years. A few years ago in exchange for providing a tremendous amount of feedback on the membership program, I received an email from their CEO Jennifer Hyman telling me that as thanks for participating I was going to have a lifetime guarantee of never paying more than $139/month for my membership. In the fall of 2020, RTR announced a new structure for their memberships. When I wrote to inquire why they were moving away from the old model which I really preferred, they said that only 6% of members are loyal users like me, so they don't see a reason to keep those loyal customers happy. When I have followed up on numerous occasions regarding the price guarantee, they refuse to give a valid reason that they won't honor their promise, instead they just say that they aren't going to honor it because they don't want to. Once again I'm left wondering why the loyal customers mean so little to them.

RTR has never had good customer service, and in the past year it has gotten significantly worse. There's no way to reach someone the same day, there's an autoreply on all emails that they'll get back to you in three days. At the same time, the selection of clothes to chose from has gotten much smaller, and they are keeping overworn pieces in the rotation longer. I would say one in every eight items I rent has a quality issue and is not wearable.

It's hard for me to understand why they are moving to a new business model that includes less clothes, poorer quality clothes, less availability of customer service and not caring about those customers who have stayed with them the longest. Ultimately it's their choice to run their company how they want to, it's just really disappointing to see as a once loyal advocate for this once great brand. I hope they will reconsider these changes, but if not there are other clothing rental services to use.

If zero stars was an option that is what I would give. I never received my dresses for a black tie wedding weekend. I had to spend $220 + $20 parking fee on a dress I will never wear again, but it's all I could find in 15 minutes! I missed the brunch event as well having to do this. Waiting on hold for customer service for 1.5 hours, and then on chat for 1 hour. I was first only offered a 20% promo off my next purchase, then 25%... what a joke, and they would not offer free extension of the next rental period so that I could feel more confident in the dresses arriving. However, at this point the longer rental period would still be a concern as the dresses have still NOT arrived. I am no longer at this location, and they are asking me to return them for me to get the refund. Even if the shipping delays are due to the pandemic, they need to take that into account in their business model!

Ordered, paid, no dress was shipped to us. No customer service available. Had to go to credit card company to get charge reversed. Impossible to get through on phone, email or chat. Tried to call and both times phone was never answered despite spending over an hour and a half on hold. The dress was for my daughter's prom; the day before we're scrambling to get something. Horrible company.

I never received my dresses before or after my event. I have sent serval emails, waiting on hold for customer service to speak to someone and have never been talked to or contacted back. Yet they have no issue take my $125. I'm hoping I can even get reimbursed. So mad and disappointed.

I had put my membership on hold until June of 2021 but they renewed the membership and continued to charge me even though I was not using the service and would not even compromise with a credit for the service in June. I am not a fan any longer and will never renew.

The company has been cutting on back higher end designers for a while now and is removing their unlimited option which distinguished them from all the other competitors, replacing it with a more expensive and limiting monthly option. That said, if half hearted, boiler plate apologies for bad service and drastic service changes are your jam, Rent the Runway might still be for you!

Sneaky restarted my membership and charged me a $172 monthly fee without any notification. Even though I canceled the subscription they still force you to use another month. There is no way to get a refund back. You could never have the chance to talk with the manager if you want a refund back. They are just like robbers and liars. Never ever use this service if you can see this review.

I was happy with their clothing options and the quality of delivery. The size is accurate too.
However, the deal-breaker is the bad customer service and a long time to clear the return. I plan to return on time, however, it is always taking extra long and there is no way for me to track the status. It just ends up eating up my open spots in the next cycle. That is ridiculous.
I hope there are competitors who do better in this field so I can switch.

It is extremely unfortunate how their concierge team values their members. They are rude and don't seem as though they care whether they have members or not. Every time I emailed or called, the response was rushed and demeaning. In addition, their merchandise seems to have so much wear & tear, doesn't the team check before sending out to their members? With that, customer service is awful when sharing the disappointment in raggedy clothes. Thankfully, they are not the only service around!

I rented a dress for a photo shoot and had it shipping to my rental home at the beach. They shipped my dress almost a week early to the rental house that I'm not at. What's the point of picking a rental date? So instead of risking it being stolen or thrown away by the cleaning crew prior to our arrival, I contacted them and asked them to request a stop shipment. They told me that UPS could hold the order, but I would have to go get it. Totally inconvenient! I was then told I would have to pay a fee to cancel and have it shipped back to them. I argued that this is no fault of mine and that was completely unacceptable. Luckily I got that credited back. But BEWARE that they don't refund your money, you will get a credit back. At this point, this will be my last RTR. I'm really disappointed.

If you need a high end dress for an event RTR can be a great option. However you must read the reviews carefully! Sizing varies greatly depending on the designer. Measure yourself and really understand what you are renting. You will need to have your under garments on hand when the dress arrives. You will only have the dress 1-2 days before your event. You can pay for a longer rent period but the idea is to save $.
I did order a dress for purchase and it was too tight they refused to exchange for a larger size even though they had the larger size on hand.

I gave it a try instead of buying a new dress. First, the customer sevice is poor at it's best. I needed this for a wedding a NY, I had to travel overseas for work for about 2 months and rented in advance (not last minute). The dress arrived 2 days before the event and for my surprise without any excuse they sent me 2 dresses I never ordered citing that the dress I wanted was not available. Non of these dresses were even nice looking, or my size or clean (both had BO). Went personally and return and they well, this can happen. Never again will be cheap and rent a dress. I went to Saks and bought one for about $50 more. Don't use this place it really sucks!

I no longer use Rent the Runway. Twice I've used them for a wedding cocktail dress. Twice I've been disappointed. My dresses arrived in time, however, they were in poor condition. One was badly stained and I had to have it dry cleaned (RTR picked up the tab). Another smelled like BO (not cleaned) and another had the under lining hanging out. Where's the quality control?!? Their customer service is very good, but it's too late when you're going out of town and don't have many options. I won't use them again and I actually steer customers away...

This was my first time renting from them. I ordered two long gowns for a black tie event for Mardi Gras. Two days before they were supposed to arrive, I received a message stating my first choice was no longer available. Then I called to see if they could go ahead and ship my second choice to arrive in the middle of the day, instead of 8pm on the day I was supposed to be leaving. The child to whom I was speaking on the phone then told me that my second choice was no longer available either. There was no comparable dresses to rent. As a consolation, they said, "We will refund you your $ and give you a mere $30. Ridiculous". I will NEVER use them again.

I paid $300+ for the opportunity to try on dresses. I was sent 3 formal dresses to wear to a wedding: one had the hem ripped out from a prior rental, and the other 2 were so tight that if I had tried to dance the seams would surely have busted. I rented them prior to the event date in hopes that they would offer me an "in store credit". I did not so much as get an email saying "oh gee, we are so sorry our sizing did not work out". I will NOT ever recommend them to others regardless of age or income. I am a 57 year old woman who owns her own design business. I exercise regularly and am in good shape and of medium build. The sizes were not true to size and did not provide enough information to ascertain if it would fit; similar to clothing web sites that provide size charts.

I opted for unlimited', excited to mix every day items in with some formal options. Sadly, my orders NEVER arrived on time, meaning I missed every formal occasion I'd planned for.
RTR is a very expensive mistake if you want reliable service. I contacted them immediately every time there was an issue; it's not fun to have to chase someone for fashion, and it didn't help, because my issues were never resolved.
It just became an infuriating experience which was totally unfulfilling. I'd rather spend my money on something fabulous that brings JJ it than be angry at RTR for literally wasting my money. I haven't been able to wear a single dress that I ordered. Horrible service.