Rent The Runway

I used Rent the Runway last year, and had no problems. Sent the dress, perfect condition, etc. This year, I spent $175 on a dress, and got a backup dress in return. RTR did not notify me that the backup dress was being sent, and I would've cancelled my order if I had known. I called customer service, with 30+ minute waits, once I was connected a man answered, said "hold on" and disappeared for 20-30 minutes before I hang up. THIS HAPPENED TO ME THREE TIMES. I got on the online chat, and got an automated chatbot which they called "Tiana." I asked for her to send me a dress, and then she told me they didn't have it in stock. THIS HAPPENED WITH SEVEN DIFFERENT DRESSES I ASKED FOR. I am still trying to figure out what the $#*! I'm going to wear to this event tomorrow. DO NOT USE RENT THE RUNWAY!

I fell in love with a dress to wear to a wedding over the summer. A week or so before the event, RTR emails me to say it was no longer available. Well, that's a huge bummer. I guess I will go with a second choice. I then find out that they only have one of my chosen sizes available in my second choice. I am left a few days before the wedding with the uncertainty that I will like this second choice, and if the one size will even fit. They also told me that they had a back-up to my back-up, which was NOTHING like the dresses I wanted and was not my style whatsoever. I wait and wait for the dress to arrive to the point that I am desperately looking out the window for the shipment THE NIGHT before flying out for the wedding. The dress never arrived and last minute I grabbed a dress from my own closet while heading out the door to the airport. They offered to overnight the dress to the location of the wedding, but there was no way I was trusting that to happen. I laughed when they offered me a promo code for my next order. I will never be using this service again. I highly suggest having a solid backup in hand if using RTR!

I ordered 2 dresses using my unlimited plan on a Tuesday morning, and immediately received an email that I would receive the dress on Friday, which was perfect because I was leaving for a cruise on Sunday. 28 hours after I ordered the dresses, I noticed it was still processing and was concerned that they wouldn't arrive in time if they didn't ship out immediately so I called customer support (I would have done online chat, but the weren't available). I was on hold with them for 15 minutes when a rep finally picked up the phone. She looked up my account and said that it looked like there was a problem with one of the items- the belt was missing and they were trying to locate it. I told her that I didn't need the belt, I would use one of my own, and just ship it anyway, i absolutely had to have it by Saturday evening or the package would be sitting on my porch for a week while I was on my cruise. She said that would be fine, she would send a note down to the warehouse saying as much. Today I receive an email saying that due to a 'mechanical issue' they haven't shipped my dresses and I won't receive them until early next week. I've been trying to get a hold of customer service by phone but have now been waiting 34 minutes to talk to a 'stylist'. This is ridiculous and I will be cancelling my subscription and won't recommend them to anyone ever again.

Ordered a great dress in two sizes. Resevation confirmed the two sizes were available or I would not have ordered. The fancy cocktail dress arrives and the one size doesn't fit. Apparently they ran out of the other size and never told me. Instead they changed to another style dress. The second style is not even a cocktail dress but an ugly drab flower curtain like dress. Not a fancy cocktail dress like I ordered. Four hours to my event I am left with no dress and a pricey rental I can't wear. The stylist never phoned to say they were changing out the dress and ask for my feedback on a different dress (which I would have done). I had to run to the mall, I'm now wearing a dress I don't feel great in and I have to wait for RTR to refund me for at least five days. I waited on the phone for over 45 minutes with no response, tried using their chat feature that was clearly automated and cut me off because no one was available to help. Finally spoke with someone that gave a half assed apology and email with a 20% off promo code. I had a few good experiences prior but would never use them again. They left me stressed and just not feeling my best at a formal event. Overall, I would stay away from them unless you want to feel stressed looking for a dress at the last minute.

The dresses that I received... wow.

The ONE dress that was sent to me that I ACTUALLY wanted to wear had the boning poking through into my skin. I would've been in pain all night.

I was sent an email to choose new styles when my second style dress was, THE DAY OF Shipment, unavailable. Even some of THOSE dresses that I chose were unavailable as well. So a rtr stylist picked for me... half of them were cut small and ALL of the dresses have a musty odor and half the zippers are trash. The hem on one of the dresses is crooked... looks like something may have happened to the hem and in an effort to salvage the dress they just cut off a part and tried to match it up with the rest of the dress.

My order came to $160 something dollars minus the $25 promotional coupon. The shipping was on time, I'll give them that but their ordering system sucks!

Half of the dresses that you want are unavailable and when you finally find a style that you like and decide to order based off of that, you're told last minute THAT dress isn't available.

I won't be ordering again. This was a nightmare... STILL need a dress to wear tonight.

Btw you can't even post your review to their website so who knows if other women will see this. It's no wonder that their site is filled with rave reviews

I've been an RTR customer and subscriber for several years. I want to love it but after all kinds of continual problems, I give up. I've lost my patience and tolerance of poor customer service, garment quality issues, delivery issues, and inadequate remedies to company inefficiencies and inadequacies. Time after time after time garments are delivered in an inappropriate state, that is, torn, extreme wear, missing pieces, with inappropriate alterations and repairs, inadequately cleaned, and the like. Delivery problems are continual, even when trying the best to work with "system timing."
CUSTOMER SERVICE is HORRIBLE and only deteriorated over time. Reps are unwilling, unable to provide adequate, timely resolutions. I've contacted Customer Service on numerous occasions, and specifically recently, to have issues unanswered and unresolved FOR DAYS!
The services, subscriptions, rentals aren't cheap! It could be a good value if services offered and paid for were provided as expected and promised but they aren't! So there's no value!
RTR has driven me from being a loyal customer.

I've used Rent the Runway for many years now and have loved it. But I've been on hold for over 3+ hours (first told the wait time would be 1 hour, then 2, and just received notification I'll have to wait 4 more hours...) hoping to speak to someone about a dress rental that doesn't fit. I am a member of their Update service and I need to switch out the sizing on a dress for a wedding I am attending, but I haven't been able to reach anyone for days. In abundance of caution, I decided to also place an order for a dress through their Reserve (4 day rental) service, but I just read on their website that they are cancelling all short-term orders because of some operational snafu... but they haven't reached out to me about whether my order will actually be cancelled or not. So I have no idea if this order will actually be shipped out to me or not, and now I don't know if I will even have a dress to wear. I've tried calling & emailing, and just resorted to tweeting... and I don't know if or when they will even respond regarding my Update & Reserve orders.

Hi and welcome to my TED Talk...I have been a Rent the Runway (RTR) customer since 2014 and I believe the concept of the company is stellar! They have an incredible selection of dresses for any occasion and make shipping the item back very easy.

However, I have used the service 5 times and have only had 1 positive experience. The first time I used the service, the boning in the gown was poking my side all night.
Three of the orders the dresses I received didn't work out and RTR was unable to issue a replacement in time for my event. The final straw was when I never received my order (which contained 4 dresses) at all!

With all this said, my main gripe is that RTR keeps their customers' money as a merchandise credit. I currently have $141 sitting in RTR's account dating back to an order from 2018!

So not only was I out a gown for my events, but I couldn't even use that money to purchase a different dress outside of RTR.

I spoke with Courtney at RTR on 5/16/23 and requested to speak to a supervisor to provide some feedback on their policies and she stated that she was the highest in command, that her manager follows the same policies, and that I was unlikely to receive a response anyways...ok?

I then searched for an email address where I can provide my feedback, but to no avail. I used RTR's chat feature on their website and worked with Deyala A. I requested an email address or a point of contact to which she told me to provide her with my feedback and she'll give it to her manager. When asked if she could provide me with confirmation that my feedback was sent, she only stated that she herself was the confirmation...ok?

So here I am providing my feedback on social media as RTR's employees don't seem to value their customers' opinions.

Bottom line, even if you never use RTR's services again, they will KEEP your money as merch credit. I feel that this is completely ludicrous. If they want to retain costs for shipping and restocking, fine, but release the rest of the funds so we can find alternate options! Their policies seem borderline unethical.

I really hope Rent the Runway changes their policies, because they have incredible potential!

Filed complaint with better business bureau:
I signed up for their free trial of unlimited rental service. At the end of the trial period, I went on-line to my account to find information on how to cancel and to see my contract. Under my account information, there was no credit card on file nor any subscription information for which I was registered. I therefore did not believe I was under obligation or signed up for the unlimited services. I never once received an email invoice with charges to my account. Five months later I discovered the charges ($167 for 5 months) for which I never rent or received services. I called several times for reimbursement and they told me they did not have the authority and that a manager would call me back but they never did. They couldn't even transfer me to a manager. Customer service was rude and clearly intent on disbelieving and deceiving customers. The're website says pause or cancel anytime but when you call them it always says "high call volume" and you never get through, making it impossible or difficult to cancel their service. I have paid them $835 for no products or services. This business is a scam.

Went to check out the new RTR boutique at Neiman Marcus in SF. They explained how RTR works in conjunction with the online system. In theory everything about RTR sounds wonderful! Unfortunately stylists don't really know what they're doing -- They're not really "stylists" vs employees who would run to the back and get you sizes. They didn't offer me any styling advice and actually brought many options that looked terrible for my body type.

Not too many choices in store but was told that shipments come in on Wednesdays so if you want more choice come Thurs/Friday or order online.

Ok. So I decided to order 2 dresses online, 2 weeks ahead of my Saturday night event. The day my shipment is supposed to arrive (Thursday), I get an email at 6:30am saying that unfortunately BOTH dresses that I chose were either returned late or damaged so they wouldn't be sent to me! I was told to choose some new dresses (from whatever they have leftover online) and that they will overnight them for Friday night delivery!

So I went ahead and picked from what $#*!ty last min options they had left. Late that afternoon, I get a call saying 1 of those dresses is no longer available and the other won't arrive to me until Sat 4pm -- my event starts at 5pm!

I asked for a full refund. The gentlemen helping me on the phone didn't sound surprised. I think this is run of the mill for them, but not for me. Never again.

Now I have to get a sitter to watch the baby and go "last minute" dress shopping tomorrow.

I attempted to rent a dress from here for a formal event, shortly after I had a baby. I ordered a style with a "forgiving" waistline, two sizes bigger than I was at the time (approximately size 6). Both dresses were delivered in VERY used condition - they reeked of dry cleaning fluid, had rips and snags, one wouldn't zip. AND, despite their "Go-To Girl" advice, neither one even remotely fit around my mid-section. So back they both went.

What followed was a mad dash to try to get another dress before the event. They eventually found one that wouldn't even have been on my radar, that I really wasn't interested in. Ordered a size 10. Size 10 muumuu arrived and it looked like a cheap black garbage bag. Sent back immediately.

Spent 8 hours running around an outlet mall the day of the event, attempting to find a dress. Found one at Nordstrom that was cheaper than the rental, brand-new, fit great, and that I'll wear again! Makes you realize QUICKLY how overpriced their rentals are. The dresses are rented dozens of times. 30 rentals x $150+ each? Holy crap.

Fought with these people for WEEKS to obtain a refund. Finally obtained a full refund.

Never, ever EVER again.

(*Btw, you will see people with the same RTR dresses at big events).

I signed up for the membership and discovered most of what you're interested in, isn't available. I chosen 6 items and used a purse - everything else was just poor quality and looked very used. So I went online to cancel and it wouldn't let me, it would let me pause it, but wouldn't cancel. So I called and they tried to talk me into pausing it and I said no, I wanted to cancel it which is why I was calling - it wouldn't work online. So I was told to return anything I had before the month was over so as to avoid further charges and I said no problem, and sent everything back. I just noticed they've been billing me for 4 months! $900! I called and told them it was their error, I very clearly told the woman to cancel it, i did NOT want to pause it, and she refused to reverse the charges. I asked to speak with customer service and was denied and told they'd say the same thing - they don't reverse charges, it doesn't matter why. I filed a complaint with better business bureau and my credit card for fraud. These guys are shady! AND, again, after calling today, I see they still have not canceled the subscription! Scummy business

I have had MAJOR issues with this company my last 2 rentals. First not as bad, but to have it happened a 2nd time is what put me over the edge. I had 2 weddings back to back weekends. The first weekend I had received an email saying shipment was out and guaranteed by 8pm Friday. 8pm roles around and no package. Can't call customer service because they are gone for the day. UPS rescheduled delivery for Monday, obviously well past my event date, and so dress was worthless to me. I chalked it up to normal business issues, it happens, and blew it off as they refunded me my entire amount. However, the following weekend I run into another issue! Received an email on Tuesday saying my package was on it's way, checked the tracking number Wednesday morning and it says it has been delivered. I find this odd that the dress was able to travel from the shipping dept in NJ all the way to Chicago in less than 1 business day, and I check with doorman myself to see if any deliveries to which he tells there has not been. Call RTR immediately to have them inform me they have sent it to an incorrect address. I am not even sure how that happens as both my acct info and shipping address are correct, yet they manage to send to god knows where. They are telling me they will have another dress for me by Thursday@ 8pm, but I highly doubt it. Don't waste your time with this place, they are a joke

Beware, they clearly overbook their rentals. I received an email at 2:30 pm the day before my rental was due to arrive. I was told there was a "quality" issue and I needed to go on the site and choose two replacements and there would be no additional charge BUT I had to choose before 5pm or they'd be choosing a replacement for me so I would "at least have something to wear to my event". Ok, I think, things happen and I'd had a good experience with them on a previous rental. I logon, what is available to me is hideous. Nothing remotely appropriate, nothing classy, everything at bottom of the price range rentals. To top it off, anything I did choose to try and make work was not available in my size, yet these are the only dresses offered as a replacement. I called in. After a 30+ minute wait, the customer service rep was kind but was seeing the same things as I. I asked her to send the backup size in the dress I had ordered, but NO, both sizes apparently had quality issues. Clearly, RTR is getting in inflated business ego and are overbooking their dresses. Then, knowing you will be panicked, they email you a few hours pressuring you to make a selection from the leftovers they've not been able to rent. What a scam! They don't want to refund my money either and keep insisting I have to take the replacement the stylist chooses for me. Mind you, I rented my dress months in advance to ensure there would be no issues.

Never again RTR. I hope another company comes in as your competition because it won't take much customer service on their part to put you out of business.

I had the middle-tier plan which was for 4 pieces / 2 exchanges. Also, please note I have used RTR twice before and had gotten the hang of their system, which was a little confusing at first. I had rented 4 pieces for the first half of the month and then swapped on March 13th. I returned 3 pieces the next day and selected 3 new pieces to be shipped to me for a special occasion on the 17th. When the 17th rolled around, I realize my order hadn't shipped.

I checked with RTR, and they said it hadn't shipped because I needed to fill one more spot. I was confused, knowing that my plan only included 4 pieces at a time, that was what I selected. They then informed me that there was a brand new feature where they had added an extra spot that month, so now I would have a total of 5, and it doesn't ship until all slots are filled.

Unfortunately, I missed the occasion I needed for and I was leaving the country by the time any shipment could reach me. So now, because of timing, I can't use my swap. I asked for some sort of partial refund since it was THEIR tech add that was outside the normal scope, which caused me to not have my shipment go through. Customer service replied, "I'm afraid that our membership charges are nonrefundable, so I won't be able to refund for part of the plan fee."

To save a few bucks, they've lost a customer for life.

I ordered my prom dress 4 months in advance, and I absolutely loved it. I bought shoes and accessories for it, and then 4 days before the event, I got an email saying the backup size of my dress wasn't available. I was a little frustrated, but I said it's okay and asked them to just send the size that was available and then a backup dress too. A day later, I get an email that even THAT dress isn't available. At this point, it was cutting it real close to my prom. They had sent some alternate dresses, but both looked awful on me and were not the style I wanted. It turned into this huge circus of emailing RTR back and forth until we finally settled on a dress that they actually had in stock. They sent the dress through "priority mail" and it was set to arrive 3 hours before my pre-prom. It didn't. I was waiting in my pajamas until 2, unsure that it would even come at all. The dress itself was nice, but the whole process was not worth it and was unnecessarily anxiety-inducing. They never even gave me a refund! I'd stay away if I were you.

This company is terrible. Zero customer service, a huge headache, and a waste of time and money. I was a member for 5 months. Most rentals are a crap shoot as far as fitting and quality (they send worn out pieces), had to send most back unworn. In the past month I've had to chat with support every time I want to swap. They gave me a free spot, but wouldn't let me swap out under my normal membership until I used the one spot? Why not just give me 5 things instead of 4? Inefficient. Then, they hound me all day at work about my swap not being available for pick up - asking where it is, when it was on the porch and swapped out as planned? And lastly, they gave me a $20 credit for an extra spot, which I took advantage of, only to find out they sneakily changed my whole membership to a 5 item per month instead of just letting me use the extra spot. Customer service was zero help and told me that's how it works. Bait and switch! Here's a coupon, but if you use it - we'll upgrade you and also start charging you more monthly (none of which was disclosed before using the credit). I told her to cancel my account and I was sending it all back. She told me she couldn't, and I'd still be charged, even though it was before my monthly renewal date. Absolutely insane. So many more options ladies! Avoid this company, you'll regret it.

I'm so surprised by all the negative reviews on this site! I've been using RtR for about 4 years, and have maybe rented 5 times total. One of those times was for all 10 bridesmaids in my wedding! The most recent time was this past weekend for a formal gala I attended with my husband. All easy and great experiences.
The one bad experience I had was a few summers ago, I ordered an amazing dress for a party I was incredibly excited about, and we were traveling there, so no easy shopping options once I realized the zipper was broken on the dress that was the correct size. I had to go buy one last minute. However, RtR was very understanding, credited my cost, and gave me a discount on my next order.
When my bridemaids rented the dresses, it worked perfectly. We chose two Badgley Mischka dresses, one light purple, one dark. Everyone ordered 2 sizes, so we had plenty of options. I think one girl had a "replacement dress" (a different dress altogether) in one of her sizes, but we had so many spares it was fine. Everyone looked AMAZING. And no one had to spend $250-$300 on a bm dress they would never wear again.
Overall, I definitely recommend this site!

The rules are constantly changing. I purchased the PRO package where you get free shipping because when I had RTR update last year, I was able to get free shipping for my replacement which is why I re-purchased PRO for the second time in 2019. I had placed my membership on hold for 2-3 months, received news that items that did not fit well would be subject to the $12.95 shipping fee.

Also, when I finally signed up for update last year it was disappointing to see that many of the 4 and 8 day rentals I was eyeing was not available with the RTR update membership. Emails that show you what's new are not always going to be available for RTR update members so I dislike that discrepancy. The only bromide seems to be 25% discount off those items but when renting those higher end items, it can often cost more than twice the cost of RTR update and unlimited.

To top it off, in RTR update you cannot replace accessories which is a shame because some items are just not what they are like when you finally receive them like the Tory Burch Kira shoulder bag where the strap is very unwieldy and looks like a seat belt.

Oh and very long hold times too. You can choose to have the RTR system call you back but you typically have to wait half a day before you get a call from them. Just way too many gripes and pain points to justify using this membership.