Rent The Runway

Jenny
Hi, I would like to discuss a recent order that was supposed to have arrived yesterday and has still yet not arrived.
Nick M. joined the chat
Nick M.
Hi Jenny
Thank you for chatting with Rent the Runway!
Please provide me with your order number so that I can look into this further.
Jenny
Order # 104XXXXX
I briefly emailed with someone this morning but I never heard back
and now I am noticing that I have received an email from RTR notifying me that they have received my return
Which.....doesn't make sense since I received that email before I even received my dress
Nick M.
It seems that UPS incorrectly sorted the package and returned it back to us.
Jenny
Is this a common occurence?
I'm actually quite disappointed. I had hoped that RTR would alleviate some stress from attending a formal event
and now I am expected in attendnce in 2 hours with nothing to wear...
Nick M.
Sometimes when NJ orders are shipped, the carrier can mistakenly return the order to us. We do certainly apologize for the inconvenience this may cause but a full refund has been processed for your order.
Jenny
This is more than an inconvenience, this is the essence of your service.
I'm highly disappointed as now I am scrambling to find something appropriate last minute
I hope this sort of "Error" is fixed for the future
Nick M.
Again, our sincerest apologies.
Jenny
I work at a company that uses UPS for over 1000 shipments a day and we have never had an item returned by accident
Nick M.
Is there anything else I can help you with?

WORST CUSTOMER SERVICE AND CHARGED A TOTAL OF $800 FOR A JUMPSUIT THAT NEVER ARRIVED AND LATE FEES - all the same week! I notified RTW via email after returning from a family emergency. I explained my dad had a heart attack and I had to travel. My apologies RTW wasn't an immediate priority however the customer service rep's response was and I quote "It's your responsibility to notify us and you didn't contact us, not even once, sorry can't help you". I did contact them by email - twice. No response. Even requested account deactivation last week and surprise surprise had to request deactivation yet another time.
UNBELIEVABLE. I will dispute these charges and if I have to take this to court.

I learned about this company and service through a segment done on Good Morning America. I figured if GMA was endorsing them they had to be a first class operation. I signed up for the waiting list for the Unlimited service and placed an order for 2 dresses for 2 upcoming weddings. I am tired of having a closet full of dresses I only wore one time. I thought the concept was very interesting. After all men rent tuxes. The one flaw is you can only get the dress a day or two before your affair. If it doesn't fit or there is an issues with the dress, you are stuck rushing to the boutiques to find a dress. Needless to say, the first dress I received had a very noticeable rip in the seam in the back. That wasn't the worst part. The body odor smell from BOTH dresses (right size and backup size) was horrendous. My husband could smell it as soon as I took it out of the plastic. These were never cleaned. Even a bad dry cleaner could do something with that odor. It actually made me gag. I contacted the customer service and asked for a phone call to work out the matter since I needed it in two days. NO phone call, just an email telling me they are sorry and they won't be able to get me a dress by Friday. Cancelled this order, my future order and asked to be taken off the wait list for Unlimited Service. This company has a lot of work to do! Poor quality dresses, extremely poor dry cleaning, poor customer service. Shame on GMA for endorsing them.

Renters beware! This is touted to be a fabulous way to wear designer duds at a fraction of the cost and not having a leftover useless outfit hanging in your closet that you will never wear again. Sounds like a great idea, until you cancel your order. There is a very small window in which to cancel your order and if it does not fall within their dates, they give you a credit. I personally dont like to rent anything, but thought I might for a special occasion. When I called to cancel, a mumbling, unsympathetic and somewhat insulting operator told me in no certain terms I waited too long. The interesting thing is, they had my money, the postage to mail the dress to me and the dress to re-rent. I can only use the funds to rent something else or buy what is listed in clearance. Clearance items are small sizes and most generally ugly $#*! nobody wanted to rent in the first place and now they need to dump the inventory. I was informed in order to buy something not listed in clearance I must join some club to the tune of $139. What a $#*!ing crock of $#*! this site is. The have my money hostage, the dress I didnt need afterall, and with little or no hope of finding something to buy. I wish I would have never considered this site or gotten involved with them. Awful customer service.

Not only do you end up getting items you didn't pay for, their customer service (i. E. NICK "WITHOUT A LAST NAME") is horrible. I originally started as an RTR Update member but eventually canceled that membership due to items being out of stock at the last minute, not receiving shipments on time, and all the while still paying for those rental days without an extension OR a refund. I decided to give them a try once again for an event and I was reminded why I canceled in the first place. They replaced one of my items and contacted me at the very last minute. I did not like the replacement and asked to switch it out. However, the next notification I got was that "my" order was shipped! I called customer service and spoke with Nick (he told me he doesn't have a last name) and he said either a replacement can be sent (it won't arrive on time) OR to call them back IF I don't end up wearing the item that I didn't choose- don't worry, I won't... it's not me. And yet, somehow I'm still paying for this item to be shipped when I didn't select it in the first place.

Do not trust this company if you have an important event. I ordered my dress almost two months ago only to be notified via email the day before it's arrival that it was not available. I had taken time to read reviews, find similar body types, etc. I scrambled to find an alternate in the 5.5 hour deadline that the (again) email provided as many styles were sold out. I was on hold for to hours before I gave up trying to get help from their "style experts". I emailed the company asking why they did not call me pointing out that I could have missed the email window entirely and they responded that they thought email was the most efficient way.

The alternates arrived the next day. The dresses were so disappointing. One alternate dress that I actually loved had a broken zipper, one was visibly worn, stretched out, and not in good condition, and the original alternate size of my original canceled dress was, of course, the wrong size. I tried to order another last minute dress to be overnighted (in my remaining 3 hour window listed on the website) only to find out that there were NO more dresses available. I called and was placed on a one hour call back to which I received a call back almost three hours later. Guess what? They couldn't help me and honestly could not have cared less that I was out a dress. I got a refund and went via email so I had a record.

This troublesome company which claims to have "828k" reviews on their website and claim to have a 4.5 star rating has the worst customer service ever. A dress that I rented had an issue with it, so I called customer service and politely asked them to send another one. They wanted me to send this one back first, but I told them it was for a wedding and their shipment would not arrive in time, and asked if they could override or perhaps send the dress overnight, and that I would gladly pay extra. The cs person sneered at my polite request and put me on hold for a half hour. She came back and said there was no manager in to take care of the request at 2pm on a Thursday. (So what was she doing for 30 minutes?) Realizing this person was another miserable cs agent, and having several other negative experiences not unlike this experience, I asked for her name and proceeded to cancel my membership over the phone.

Avoid. Don't waste your time.

About a week later, and after I still hadn't received an apology, or follow-up call from management that I was promised, we posted a negative review on Yelp. They deleted it about a day later on the grounds that I was never a customer. Shady business tactics. If the company is so bad, and realizes it to the point they delete Yelp reviews instead of fix the systems and processes that result in poor reviews, that tells you everything you need to know about a bad company.

I didn't have a great experience. I rented a wedding dress in May for my August wedding. I was told by customer service that I could come by the store and try it on. I live an hour away from the store, and called to verify if the dress was in store. They said it was, in the size that I ordered. I thought, no problem, I will try it on when I am in the city. Then, I called again and they said they could not verify for me if the dress was in the store, I would have to go in. I ended up visiting the store 5 separate times, to try to get lucky and be able to try on the dress before my wedding. It was never there. Long story short, about a week before the wedding, I still wasn't able to try it on and got nervous and cancelled. I was charged a cancellation fee, and not given a refund. I do have a credit, but only was interested in renting a dress for my wedding, so it's basically useless. Originally, I had thought to save money and rent my wedding dress, but felt like I was mislead on the availability of trying on my dress in store. I would caution people looking to save money on a wedding dress by renting from here to not make my mistake. Buy a pre-owned wedding dress instead and save yourself the headache and stress. I ended up losing over $100.

Do not rent a dress from this company. I was hesitant because I was traveling to South Carolina for my daughters graduation. They said not to worry when I called before I ordered stating that there are many places to drop off the dress. The first post office I went to on school campus on Monday the 8th of May told me I could not drop off because I was not a student. She sent me to another location. When I got there I asked the person at the front desk, who instructed me to leave it on the counter with other packages that were already post marked. However, the package was picked up but not scanned until Thursday according to RTR. I even sent my daughters boyfriend there on Wednesday to confirm that there was no package there. Again, he was told the package was taken by UPS. So, now it is my word against theirs. They will not call you, only send an email. It is a sneaky way of making more money. Also, I had ordered another dress at the time I ordered the first one for the following weekend. Once again it had to be to UPS drop box by noon on Monday the 15th. I went to 2 drop boxes Canton and Mansfield MA, both say pick up is at 6pm, that means the dress would be late. So, I went to work and googled another UPS in Attleboro. I had to take time out of my day without pay and go there. The woman at the counter just took the bag, I said no I want a receipt that you are taking it for proof. The experience is horrible.

I was a returning costumer. I always get 2 sizes of each dress so i can see how they fit. I had 3 dresses for a wedding on beach booked about a month in advance. I had all my accessories, shoes, mani pedi, clutch ready to go. The day before my departure I received an e-mail stating they only have each dress in one of the sizes. The day before I leave! I can't rely on one size. Can't wait to get those pictures of me bursting through a dress or looking like a bag lady! They asked me to choose 5 dresses off their website but they didn't have any of those dresses either. Then they suggested some choices. Horrible! 2 long black dresses for a weeding at the beach in the middle of June!?! No! Use some common sense! I was traveling to the Hamptons that night, NO time to buy a dress. I trusted them to deliver and they did not. I am under so much stress now with no dresses for my 3 day event. Now I have to scramble to find a dress. This company is supposed to be selling convenience and reliability, it delivered the opposite. I WOULD ADVISE YOU A PLAN B, THEY MAY NOT DELIVER. Great site to recommend to your frenemies- thats how much it sucks!

Horrible company! I was a first time customer and I made a dumb mistake by not switching the label on the bag when I went to return the dresses. So instead of the dresses having the label to go back to rtr it still had my label to come back to me. Anyways UPS then went to type in my address to ship it back to me but instead they missed a number and it went to the wrong address. So I never received the dresses back so I had no idea there was an issue. RTR went ahead and instead of notifying me they charge my card four times for over 400 hundred dollars! They then proceeded to charge me an amount of 700,400,600, and 350. My bank then decided that it was fraud so I then blocked those charges and shut my card down. I went in to my bank to see who was charging these amounts and found out it was RTR. So I called them to figure out what was going on. This was the point I found out about the label and all the craziness! They recieved the dresses back and stated "even though your a new customer your liable for the late fees. So sorry!"

RTR used to be fabulous! You used to get two dresses for one price. Now you get one dress, 2 sizes. The dresses used to be in superb condition, now I've had dresses come faded and obviously worn hard
Customer service is TERRIBLE and RUDE! They are rude! When I ordered a pop up came up saying for only $16 some odd dollars your shipping and insurance on this order will be free as well as all your other dresses this year. After falling for this (and yes, I read allllll the details), I was charged over $30 extra dollars for it. After basically fighting with them, I got reimbursed. Flash forward a week later, I decided to cancel my order bc I had found one to buy. I double checked on my RTR account and it said, no upcoming orders. So canceled obviously. Receive an email today saying my order has shipped. What!? So I call and kindly explain to them I had cancelled, blah blah. They said, "im sorry, we'll give you a store credit." I explained I want a refund not store credit! I won't be using them anymore. They said they couldn't. I said, then I'll disputed it with my CC company. After getting another rep because the other hung up, she was rude and her tone was nasty when she said, "If you're so adamant about a refund, we can give you a one time courtesy refund."
AWFUL, GREEDY company and RUDE employees.

We, the bridesmaids, rented our dress from rent the runway for a wedding this past weekend. We went to the showroom over a month in advance, selected and reserved our dresses for the big day (March 18th). From the start, the showroom experience was terrible- the girls that work there were rude. We called in advance for an appointment but they said we didn't need one- turns out you can make an appointment and we should have. Many of the dresses in the showroom were clearly worn and in used condition. The staff was not helpful with sizing or style suggestions- they also seemed miserable and acted as if we were inconveniencing them-- but I t didn't matter because 2 days before the wedding they emailed some of the bridesmaids to inform them they didn't have the dress we ordered available in their sizes anymore. 2 days before the wedding! The only option they had that was available in a wide range of sizes for rental in 2 days was a rose gold sequin dress- we had no choice. The dress arrived, luckily everyone looked nice-- except the maid of honor's dress never arrived. Good thing the second size dress someone received fit the maid of honor. I will never ever use this service again, I would never recommend for someone to use this company- unreliable, rude, and terrible customer service. Stay away!

We ordered this dress well in advance of my daughters prom. We took a special 3-hr trip to the flagship store in NYC to make sure we chose a dress that fit. We checked the account EVERY WEEK for 10 weeks to make sure all was in order. Three days before prom, we checked the account again (mostly to admire the dress) and saw that the dress was now Unavailable for Delivery. THREE DAYS before Prom. Customer service offered to send another dress (or 3 or 4) to make up for the inconvenience but it wouldnt have helped because my daughters frame is so slight, some size 0s dont even fit her. After a river of tears, we were left to go prom dress shopping at the very last minute and pay for expedited alterations. And, in the end, payed three times as much as we had planned with the original rental. Customer service said her best guess was that the dress was damaged by the previous renter. But heres the thing... even the day after we placed this order, the dress was never listed as available online. I am truly wondering if we were duped from the beginning. I would never trust this company again with an important event. I would not recommend their services to anyone.

Terrible, terrible, terrible first (and likely last) experience with RTR. They didn't have a back up size in the dress I ordered, so I was stuck with the single gown. It arrived on time, but the zipper was broken! Split, and wouldn't close the teeth. We tried to safety pin it closed, but it was unwearable and we missed the charity event we spent a lot of money on.
It was after hours there, so no one could assist me. I left an email that was promptly responded to with an apology stating a refund had been issued (turns out, it wasn't.) I understand things happen, but when I went and read the reviews of the dress I found SEVERAL reviews saying that the zipper was worn and difficult! All I can see if lazy negligence here- the company was time and time made aware of a zipper issue, but ignored it and sent me the gown anyways.
The worst part is, they told me a refund was issued back in February. This morning while paying bills, almost a month later, I noticed they it was never issued! I had to reach out to them AGAIN, and remind them that they owed me refund. I will say that the response was prompt, but there is NO excuse to receive a defective dress, when they were made aware of an issue, and then say a refund was sent when it wasn't.
Don't even get me started that they are still using fur. Had I known that, I wouldn't have ever even made a first order. It's really too bad because I had several dresses 'hearted' with future events in mind, and my friends have had good experiences, but there is no chance it's happening again.

I was just about to finalize my payment to rent a dress on RTR when I decided I would check the Terms of Agreement. This is the line that caught my attention...

In addition, at the time of your rental order for a Product, you hereby authorize RTR to charge your payment card for an amount equal to 200% of the original retail value of the Product (when new) set forth on the Site or App ("Retail Value") plus applicable sales taxes; provided that RTR will only charge your payment card for an amount greater than the Rental Fee as described below.

I thought wait to RENT a dress, I was going to have to pay $2000 for it?! If I could do that I would buy a dress. So I decided to do a little research when I found all the negative reviews on this site. It looks like they charge the 200% if the dress is late, which from the reviews I've seen, it seems like people got charged even when dresses were returned on time. I don't think its worth the risk, I'm glad I read that agreement. I suggest everyone else do the same!

After placing an order over 2 months in advance, I received an email the night before delivery (on thursday) saying that the dress was unavailable in my chosen size. They would be sending the backup size and the alternate dress I chose upon ordering. The alternate size was too big, and they sent the backup dress in a size 2, which i would have never chosen because i am not a size 2- but i was told that's the only size they had. So basically, they didn't care that a size 2 wouldn't fit me but sent it anyway. After speaking to someone on thursday and choosing another dress (with very minimal selection because it was so late) in my correct size, i was told it would be overnighted to me (and I'd get it on Friday for my saturday event)- so i did not go out shopping knowing the dress was coming. Email was received on Friday morning that the dress would be coming on MONDAY. 3 days after expected. Now I'm left with ONE day to find a dress and with a one year old, it's almost an impossible feat to get out shopping. I will never use this service and will make sure everyone knows what a nightmare it has been.

I used this service in order to rent a dress for my fiancé's military ball. I was excited to get a dress at an affordable cost without going to the mall. I hadn't read any reviews except for the ones on the website and that was a huge mistake. My dress was guaranteed to arrive on Thursday by 8 pm and all day the information said that would still happen. That was until about 7:30, when it changed delivery to Friday, the day of my event. I contacted them and they said there was nothing they could do. I was forced to spend the day of the event frantically searching for a dress to wear, as mine did not show up in time. I eventually go the dress, and spoke with an associate that informed me I would get a refund. After returning the dress, I did not get a refund and reached out to customer service once more. They were extremely rude and did not care at all. The conversation did not even end other than the associate hanging up on me. They offered me no refund, only store credit, as if I would ever use the service again. DO NOT RENT A DRESS! Worst service ever.

I do not recommend at all. I tried RTR for the first time back in December for New Years Eve. I ordered a dress a few weeks before leaving town. I was pleasantly surprised to see my dress at my doorstep a week before my event. It was great. They made it so easy for me to return and it was such a great experience. I decided to use RTR for an upcoming wedding. I ordered a dress more than a month before I was to leave out of town for the event. A week out. And still no dress. I didn't stress out as I figured the dress would be at my doorstep "before 8pm on Thursday" Tuesday comes along. Still no dress. I started to worry because I was leaving town Thursday night when my dress arrived. I read awful reviews that night and kept reading horrible experience with this service. I decided to call the next morning to really see what was going on. The Customer Service rep (who was very nice) informed me that the person before me turned in one of the sizes late and didn't even turn back the backup size. My dress unfortunately wouldn't come in time for my event. She offered to overnight a dress up to 2x the amount of my original at no charge. I didn't want to risk it, so asked if she could simply refund my money. She did and said it would take 3-5 days to show up on my statement. I've read some other horror stories on how people didn't get their refunded so I'm hoping I'm not one of these victims. This was a day ago so I'm still hoping. RTR left me scrambling last minute to find a dress... it was awful. I would never do RTR again. Beware!

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.