Rent The Runway

I have been an unlimited member for about a year and while I LOVE the idea (sustainable, never the same dress when going to events, new styles), it honestly has been such a frustrating experience.
1. Preparation/shipping time is horrible. You spend half your month waiting to order and for it to be sent. I've missed my dress multiple times for an important event. I feel like they could try to do something to fix this like when your package is scanned as heading back, let you order.
2. Inventory problem; every single dress I had saved was unavailable for the whole week I was trying to order (we're talking a choice of 40 here... all unavailable). Oh and when I told customer service this, they said "we do not have an inventory problem". Uh, yeah you do, how about a "sorry for the inconvenience we will try to fix it"?
Anyway, I really wish this worked better because I love the idea, but they really need to invest in trying something new (like placing orders once you drop a package).

I made a mistake that I know hundreds of people have made before, certainly as first time customers -- I dropped the packed in the USPS mailbox, not at UPS. The fines swiftly mounted. UPS can't track the package, RTR had no way of submitting a claim for investigation (apparently) and now I've paid full price for the item. I called and emailed every possible avenue to track down this package. RTR did... nothing except collect my money. I'm done with them. Should have just bought the item.

RTR is pretty horrible. I reserved a Tory Burch bag and never received the item. (I live in a residential area with absolutely no crime). I suspect the problem is that thieves recognize the black RTR bags they ship items in. Well, the bag was ripped open and no handbag was inside. And guess who is responsible for the stolen item... YOU are. And yes, it says so in their agreement that you sign.

If you enjoy gambling away your money in the hopes that your item will arrive... use this service. Otherwise, you might find yourself owing thousands of dollars.

Before this incident, I am not being hyperbolic when I say nearly half the items I ordered arrived stained, ripped, or smelling like B. O. If you like used clothing, find a reputable consignment shop.

If you're a woman with a normal build, just go shopping. This is a service for emaciated, 5'10" 110 pound models. Their photos only have super thin models wearing the outfits and dresses, and as such, it is hard to tell (EVEN with the "user photos") how something will look on you. But if it doesn't fit, they give you a "credit." "'Basically, it's your fault it doesn't fit, so rent from us again.'"

I will never use this service again.

I ordered a dress a month ago because I knew it would be busy during the holidays. My dress was supposed to arrive yesterday for my daughters wedding tomorrow night, but somehow it was "lost" in the mail. So I'm completely out of luck because they can't get a replacement to me by 4pm tomorrow. There has been absolutely no customer service- the people I spoke with on the phone were completely unhelpful. I will never use this company again and I will warn as many people as I can of my horrible experience.

My first order had clothes that were over pressed and over used. I immediately cancelled my subscription. They continue to charge, despite multiple emails saying they will stop. Three months later they still order me money. Outrageous

I ordered two dresses for two separate events. Shipment never arrived. I called and requested a full refund. The representative acted as though this happened all the time. She didn't offer to discount a future rental or ANYTHING for service recovery.

The amount of stress I endured having to last minute shop for two dresses was not worth the hassle. I will NEVER rent from them again! I still have not received my refund but will be watching closely for it. There was zero response to my emails. Extremely disappointed in this company!

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.

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!

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.

I wish I could give this company less than 1 star. Do not rent wedding attire or accessories from them if you want the stuff you ordered to actually arrive. I rented a veil in September for my November wedding. The day before RTR emails me to say that the veil I ordered won't be arriving due to another bride ruining the veil and to pick another one. The only problem was the only other veil option was "sold out". I was then told to pick out an accessory. I needed a veil, not a piece of jewelry. They said "sorry, nothing we can do". You would think that a company would have more than a few veils in case this sort of thing happened. The customer service was awful and totally unsympathetic. Such a short sighted and poorly run business.

I have had it with RTR. Prices have increased as items have become harder to get that you actually like. The final straw was when I spent 1 hour finding available items to get to me for the weekend and they freaking returned it before I even got a chance to receive them, Customer service said they would overnight me a bag and LIED. I basically paid for an entire week of clothes I couldnt use for their purpose and customer service said "sorry we screwed up but nothing we can do about it". I use to recommend this place during covid but clearly they cant handle their business correctly anymore. If anything, just use them for formal dresses and avoid the subscription.

I absolutely agree with the comments above. This website is a DON'T. I ordered four dresses and none of them fit! I was told I could return them within 24 hours and get a replacement. I rushed to the UPS store but did not get a replacement. Instead I got weeks of headaches, emails, and telephone calls with their agents who claimed "there is a glitch" in their system and they can't send me anything. I am seriously debating going to court just to get this business out of the lives of hard-working women. It's an absolute scam.

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.

I was an unlimited member for last 8 months, within these period my package got returned directly to RTR facility (never reaching me) at-least 2 times a month. Customer service promised me to ship via Fedex but they re-started using UPS within few weeks. As a result, I did not get to wear dresses at-least major part of the time. RTR is not taking any responsibility for this delays and so I am ending my membership. It is waste of time.

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.