Rent The Runway

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 RTR member since 2009. I was their biggest fan & promoter but I can no longer recommend this business. Beginning about 2 years ago I started having issues with my orders. Items I would reserve would become unavailable 24 hours before my reservation was scheduled to ship and the alternatives select by the stylists were always disappointing. If this was simply a one time thing I could overlook it, however over the last year Ive made 7 reservations and not one has been filled with the dress I reserved. Every single time Ive been told the dress I reserved was returned damage, not just my primary size but the back up size too. I no longer believe this standard explanation. I find it impossible to believe that on 7 different occasions the previous renter returned 2 dresses with significant damage. To make matters worse they ask for alternative options and then somehow those options arent available either. The website continues to show all the dresses with my sizes as available on the dates I need. I have no idea what the real issues are but my guess is they have no clue how to properly manage their inventory. In the past theyve at least offered reasonably good customer service but in my most recent experience even that hasnt been the case. Dont waste your time or money, its no longer worth it.

I was a customer for almost 10 years, and had nothing but great experiences. Then Covid hit and I took a couple year break, only to be smacked by a massive decline in quality control and customer service when I recently signed up for their monthly membership. I received my shipment only to send it back one day later — the clothes reeked of cigarette smoke and perfume (or maybe febreze?), and one had a used face mask in the pocket. Nice! The items went straight to the garage so they wouldn't stink up our home. When I contacted customer service, they kept repeating to me that "every item is dry cleaned and carefully inspected…", and asked for a photo of the clothes (but what would that have done to show the smell?). I'm sure the person I spoke with was just doing their job and following the script, but ultimately they took no responsibility for the issue so I canceled my membership. $104 down the drain. It's the last time I use this company, which is a bummer because I have so many fun memories from these clothes! I used them for endless formals, bachelorette parties, weddings, etc. Can RTR even survive like this when customers have so many other options?

I have never, ever written a horrible review about a business before but I am compelled
To after a horrific experience with RTR. I reserved an outfit for a wedding on a Saturday and at midnight on a Thursday night I was informed my order was not available to ship. I didn't have anything else to wear as I recently had a baby and wasn't the same size. I went to the retail store in my city (Georgetown DC) and chose a replacement dress that I actually loved. On Monday I dropped my dress at the UPS drop box in my office building in the envelope provided by RTR and went about my business. A week or so later, my husband informed me that we had a $264 charge on our CC. Baffled at what this could be, I emailed customer service who told me that they never received a dress from the tracking number they gave me and that it was my problem. Somehow this package vanished and I can't get accountability from RTR or UPS. In any event, I'm sure this kind of thing happens all the time as you're dealing with a 3rd party and the mail system. What is also shocking is that you don't even get an email saying your dress never showed up and they are charging you without even letting you know why or what the breakdown of charges are.

In any event, this whole experience was stressful and not worth any of it. I have a large network of people and will be emailing 100's if not 1000's of people telling them to
Never use RTR and to boycott:

I rented a dress from Rent the Runway towards the end of June. I returned the dress after I ended up not wearing it. The dress was lossed by UPS and my credit card ened up getting charged over $700.
When me and my mother called to speak with some one at rent the runway she was very rude and not sympathetic. We asked to speak manager and all of them were in meetings how convienet. We asked for the collection phone number but oh wait that department doesnt have a phone number we can contact. I have emailed them several times and they did not respond. Now my card has been charged 200% of retail value. WORSE CUSTOMER SERVICE EXPERIENCE OF MY LIFE!
DO NOT USE

On the day I was supposed to receive my dress, I contacted customer service at 4pm because I was worried that the dress hadn't shipped yet. I was reassured that the dress would arrive by 8pm. When I checked the site at 5:30PM, they had sent out a completely DIFFERENT dress that I had not ordered - WITHOUT NOTIFYING ME.

When I called customer service to fix this issue, they were not helpful. Said that the issue was not their fault and were completely unapologetic. Really? The night before my event? Stay away at all costs! Seems like they're going under as they've closed their flagship Flatiron store in NYC.

I was a loyal RTR customers for about 4 years. I rented a lot of coats and cold weather clothes because I live in Texas and my daughter lives in NYC. I also rented several dresses for formal events.
Once upon a time - it made sense.
NOT. ANY. MORE.
* They no longer maintain their clothes very well. One dress was really stretched out and was unwearable. One had a torn seam. TWO pair of earrings were broken, and one was broken and really dirty. A coat I ordered smelled bad - REALLY BAD... someone's BO bad. I couldn't even leave it hanging in my closet until I returned it.
* They will simply "substitute" a different piece of clothing if they don't have what you ordered - and they do it without any notification. I ordered a professional dress for a court date, and what I got was too low to wear to a cocktail party. They substitute so they don't have to give a refund.
* RTR used to be a good bargain, but their prices have gone up considerably- and they artificially inflate the retail price to justify it. A Todashi Shoji dress on RTR rents for $85 and says it a $575 dress - it isn't, a NEW ONE retails for about $300.
* They no longer guarantee shipping.
* Customer services used to be top-notch. My last call had me on hold for almost 90 minutes, only to be told they were doing a "systems upgrade" and I'd have to call back.
I really used to LOVE the company, and I'm sad its come to this. Fair Warning- stay away.

I ordered two dresses 1-2 days prior to the date I needed. The first dress was delayed one business date resulting in me not receiving my dress for my event. When I tried to call the 1-800 number, it took me approximately 10 minutes to speak with someone. I was told it was due to high call volume and issues with this time being prom season. As a customer, I think RTR should have been better equipped to handle this high volume situation then.

However the chatting service (spoke to Tiana) and the answering service (spoke to Erica) were helpful in calling UPS to have the dress shipped back to rent the runway so that I didn't have to worry about doing it. They also canceled my second dress order and pro membership, as I didn't feel comfortable with their policies that penalized the customer for canceling shipment within 14 days.

Being a first-time customer, I was given an exception and I would get full refund that would process in 3-5 business days.

Needless to say I will not be using rent the runway in the future, as it is not as they say "stress-free" as advertised.

I used to order RTR years ago for all my weddings and events, never had the problem. This past month I had two weddings I needed dresses for, and recommended two other to order from them who ended up renting a dress. BOTH my orders, two weekends in a row, claimed my dresses could not be shipped as the previous customer returned it damaged. I find that hard to believe but I digress. On my first order I didn't even find out about this issue until I got home AFTER PICKING MY ORSER UP IN THEIR STORE. On both orders they send you a "replacement dress" which they charge you for that allegedly is similar to the one you picked out. For some reason my replacement dress was an informal beach wedding dress I was supposed to use for a formal October wedding or a full length sequin dress for the other. Nothing similar to any of my previous 10+ order styles.

Not to mention, both my friends who placed orders on my recommendation did not receive their dresses because of either shipping or damage issues. And customer service is laughable. When they are making mistakes and messing your plans their response is ok I will refund your account - not concerned with the fact that you have a wedding tomorrow and no dress to show up in. Needless to say I will be cancelling my pro account.

THIS COMPANY HAS PUT ME THROUGH HELL. Apparently the return package was mishandled by the carrier I only found out when I was notified by my bank that 350. Dollars had been withdrawn from my account as late fees that's 50. Dollars a day. I finally located the package and personally took it to their secacus wear house. I requested to speak to a supervisor and sat waiting approximately 40 mins when I was approached by a young women who only identified her self by her job title and refuse to give me her full name or any kind of credential. Eventually she Agreed to take the package and refuse to give me a receipt or any type of proof that the dress had been returned. Saying "it wasn't necessary Being that I was recorded by the surveillance camera ". And that someone will contact me later in the day. Well no one contacted me and guess what and attempt to withdraw and additional 50 dollars was reported by my bank. After putting me through all this and having to close my bank account is amazing how easily the can get access to your bank account. I'll have to return again and see if I could speak with someone with a name. SCAM ARTIST.

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.

I rented a dress for my bachelorette party. This was my fourth rental and the second one that wasn't quite as described and I didn't even end up wearing. It was due on 7/3, which was a Sunday and the next day was July 4th. Their policy says to return by 12PM the first business day after a Sunday and/or Holiday in a UPS drop box. I dropped mine in my usual drop box, which I have used for every other return, at 7:30AM. A week later, I suddenly get a $250 charge from RTR. I inquired, sent in pictures, contacted UPS and discovered that UPS had mistakenly left my return in their warehouse and didn't ship it back until 7/11. RTR said that because the dress was late to someone else, they were still going to charge me, no matter what. I complained to their customer service, collections agency and got the same line: "this impacted another customer so we will not refund". I would ask how it was my fault, since UPS was their vendor and it was a UPS error, and I was ignored. This is bad customer service and bad business sense. They are charging me for a UPS error and therefore have lost all of my future business. And I'm disputing this charge through my bank as fraud.

I have requested many times that account be canceled. It's been 5 months and 4 request and they still won't cancel.

I rented a dress in size 10 for a night in Vegas along with the bonus size 12. It was a beautiful dress, but when I put on the size 10 I noticed that when I pulled it over my head I couldn't get it past my bust. Confused, I took it off and went to try on the size 12, which I was swimming in it was too large. I realized the 12 was stretchier and upon examining the 10 realized that they had their own seamstress replace the inside slip with a different material that was not stretchy. I was confused why they didn't cut it to the size of the dress so I measured it to see just how small it was--size 4! They sewed a size 4 slip inside a size 10 dress! It was the night before I needed it so I got a pair of scissors and cut off the ridiculous slip. It fit perfect, very flattering, but felt strange to me because of the cut up lining. Luckily in pictures you can't see the damage to the slip I resorted to cutting out of desperation. Once it was time to return it, I explained what I'd been forced to do to RTR customer service and they said that it was a successful rental because I was able to wear it! Lol! Did not take responsibility for their incompetent seamstress/alterations department. I was really frustrated and sent them a message about it--which they ignored. I mean come OONN! After telling my roommates and coworkers, about my awful experience, none of us are ever using this website again.

I ordered a dress that "sort of" fit (in that I could get it on) but it was horribly tight and unflattering. It was so ugly; it looked completely different in person than in their picture. I normally wear a 4-6 but ordered a 6 and an 8 because the reviews said to size up. The 8 was so tight and hideous I didn't even try the 6. I was offered a credit (minus shipping) but no refund even though the dress was unwearable. When I originally rented the dress I was offered an opportunity to upgrade for 16.18 to get free shipping and a free birthday dress. I tried to upgrade but the website wouldn't let me. Then I tried to email but the email wouldn't deliver. When I finally got ahold of someone about returning the dress, I asked about getting the upgrade I tried to get and I was told they were no longer offering it to me! I will not be using my credit. This company is a joke. I have a clothing rental service with Le Tote and their customer service is AMAZING. I've been with them over a year and they don't have dresses as fancy/expensive as RTR but at least the product and customer service is totally dependable. I was completely floored by how rigid and indifferent the customer service at RTR is. I had intended to order 2 dresses for my birthday in March and 4 dresses for a cruise in May. This company lost a lot of potential business from me by being totally unwilling to give me a good first time experience.

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