Rent the Runway

I placed my unlimited order on ²⁄₂₉ and it shipped on ³⁄₁. I have still not received my unlimited order and it is now ³⁄₉. Between shipping the day I sent the last shipment back and now it has been 17 days which is over half of the month. I am paying $ 140 a month for an unlimited subscription and don’t feel I should be charged for the full month since I have no items for more than half of the month. I was given a $ 30 credit but the service is $ 140 a month so I feel I should be reimbursed for at least ¹⁄₃ to ½ of the monthly cost due to this inconvenience and the fact that I have gone 17 days without items. I am definitely considering canceling.

DO NOT USE THIS COMPANY.
I used them twice for back-​to-​back weekends. The first dress was delivered in time, but was clearly stretched out from other wearers trying to squeeze into the dress (I am, unfortunately, a true size 0). I wore the gown anyway because I paid quite a bit for the 4-​day rental, and the process was convenient.
However, the following weekend was somewhat of a nightmare with the second gown. It arrived the morning of my event, two days after the guaranteed delivery date. My original size was «late or damaged» and was unable to ship to me, so I ended up with only my backup size. When it finally arrived, the gown was also very stretched out, including numerous visible stretch lines across the hips and upper leg area. There were also several holes in the skirt of the gown, strings were sticking out of the gown, and much of the detail work was visible unraveling. When I complained, they issued me a $ 42 refund to cover the cost of one day of the rental price…
I will never use this company again.

RTR Unlimited/​Online– couldn’t find a better place to post
I recently reinstated my Unlimited membership. I had originally cancelled due to an unexplained and sudden lack of availability of items that had read as «processing» for a good 2 days prior to being prompted to replace my shipment with another item, among other concerns.
With My first shipment (since I reinstated) I had 3 items reserved (read as «processing» since Saturday). Without warning, I received an email prompting me for another choice. I am assuming this means a dress I had reserved is suddenly unavailable (though no explanation was ever given, nor any sort of apology).
The replacement dress that I chose was listed as «ready to ship,» but I just saw that it in no longer reads as «ready to ship,» but the status has changed back to «processing.» Does this mean that I am, yet again, unable to get the dress I requested?
I had stopped my Unlimited as I got the distinct impression that the higher end items were on reserve for those that rent per 4 day cycle. This practice is disappointing and dishonest, and I had been assured that the revamped Unlimited had curtailed this practice prior to my reinstating. I had heard that RTR employed this disheartening practice from both friends and from Internet reviews, but wasn’t fully convinced till I experienced it myself– and seem to be experiencing it all over again.
I would have more respect for the company– and this service– if the terms were openly explicated, and practices clearly outlined. I have no interest in paying a flat fee to rent RTR own brand, or a worn out Halston Heritage dress; if that was my interest I would simply purchase the lower end dress and save myself the aggravation of rental.
It isn’t clear why RTR vigorously pushes the Unlimited option if the per-​idem renters are their true priority. I suppose it is clear — to make money at the expense of those that are loyal to the company.
On top of all that I listed above, all of these fake rentals mean that I miss out on a significant amount of rental time that I am paying for .
So disillusioned!

If I could give this zero stars I would. Never rent from here. My dress never even arrived and they had no idea where it was and when they found out it was still at FedEx they were unable to do anything and lackadaisically blamed the weather. The point of this company is to deliver clothes for time sensitive events but it failed to the one thing it promises.

The worst experience I have ever had in customer service and delivery. My post is long, but it’s a MUST read if you’re thinking about utilizing this service.
* I ordered a dress three months prior to my sister’s wedding based on her specifications for my maid of honor ensemble.
*Rent the runway (RTR) contacted me two DAYS before the event to tell me the dress was damaged and not available in the size I requested. They offered me another at double the value, in addition to my back-​up size of the first dress over-​nighted to my home in Alaska.
* 24 hours before boarding my plane for the wedding, the new order of dresses had not arrived and according to the post office they would not arrive before I departed for my event (keep in mind I anticipated delays because of my location and ordered the dress with THREE days to spare before I would be boarding my flight) RTR confirmed that the dresses would not be reaching me in time and asked that I select two new dresses because they didn’t have either of the choices I had selected in stock for the days I requested. I am on my third and fourth choice of dress. Moments after selecting two new styles I was informed that neither was in stock in my size and that I would need to select two MORE choices. 5^th and 6^th.
*At this point I worked over the phone with a stylist named Breanne who was incredibly patient and helpful. I can not emphasize enough how AMAZING she was — truly the only positive of the entire experience, I would rate her service ¹⁰⁄₁₀. She assisted me in finding styles that would be flattering based on my body type and did research about the reviews because I was at work and unable to put off meetings. We selected two new dresses.
*Following this conversation I was contacted by email by a different stylist and asked to change my dress order AGAIN because one of the dresses I selected with Breanne was no longer available. I am now on my 7^th choice and the stylist is telling me that NONE of my new selections (8^th, 9^th, 10^th) for a replacement are available. We select two new dresses in sizes that are not my first choices. This is a time consuming process taking place on East Coast time, so I’m now stepping out of meetings at work trying to make this happen before they close.
*I arrived in Idaho and did not receive my dresses until the day of the event. On the plus side, they tried to compensate by sending me three dresses total to chose from instead of two. On the negative end, these dresses were my 5^th and 12^th choices in addition to a style I had never even mentioned. The dress that worked the best was ill fitting and stretched out in the hips. None of them were even close to what I was supposed to be wearing as the maid of honor.
*After the event I discovered that neither of the garment bags contained the necessary shipping cards to send the dresses back, which I understand because they were trying to rush them out to me in time for the event. When I called to request that shipping labels be emailed to me I advised the stylist that the dresses that arrived late in Alaska (my first changed order) were probably still on my porch because I had to leave for the wedding before they arrived and as I was not set to return until the following week they would be very late coming back. He assured me that this was fine and asked if I could have a neighbor pull them inside so there would be no theft or damage.
*I arrived home, waited 48 hours for the shipping labels and contacted a stylist to ensure that I would not be charged a late fee. She told me via email that I would not and that the dresses just needed to be in the mail by the week of 1÷18−1÷23÷2016. I mailed them on Friday, 1÷15÷2016 after work and because of the holiday (MLK Day on Monday) they likely went out on Tuesday, 1÷19÷2016.
*Yesterday I received a change for -$ 432.00 from RTR as a «late fee» for the first dress that came in late and I wasn’t even able to consider wearing because I was on a plane by the time it was delivered.
*I was told over the phone that it had been sent to RTR Collections and that there was nothing that could be done aside from a request to reverse the charges in 48 hours. I was told I would receive a follow up email to confirm this. I never received an email and have yet to receive any communication regarding the refund or observe activity showing that the charges have been reversed. Through out all of this I was not offered any type of compensation, despite a detailed paper trail showing the entire mess.
I have had two good experiences with RTR before this, but I will NEVER use this service again.

I joined RTR 2 years ago and I liked both dresses I rented. They were in good shape. The jewelry I ordered did not arrive and the substitute jewelry had a very inexpensive look. Since then I have learned not to have my heart set on a specific piece and always have a back up plan. I order itens often when I am traveling and they need to be shipped to a hotel. In general that worked out well unless there was a holiday around the time of the rental.
The difference NOW is they added RTR PRO $ 29/​month and Unlimited $ 139/​month. Now dresses come late, jewelry arrives broken and late. They have NOT KEPT UP THE QUALITY. By that I mean the products they send out are not examined or repaired. The other problem is that people that have these two types of accounts can keep an item for an unlimited amount of time so choices for regular customers have now become very limited and return of items is now a problem. The item you rent in a month in advance might be rented by someone with Unlimited and not returned in time for you. Many things are blocked out for 4 months at a time. Their customer service ranges from the competent to the 16 year old who’s idea of style is 17 magazine and attitude is that of a spoiled teenager. They are now poorly trained and full of misinformation. They are based by East New Jersey where rudeness is the norm.
On the opposite side of the coin, despite the fact they grew so fast they cannot keep up with demand, you can purchase items that have been used for low prices. I just purchase a Kate Spade purse and it looks like it was never used once. I have purchased a dress that was in excellent condition (I rented it in a different color so I did know what size fit). I purchased a necklace that had very minor wear.

I wouldn’t use RTR again. I ordered a dress that never came. Customer service was awful too. If you use this company, make sure you have a back-​up outfit, or you could end up with nothing for an important event.

Please please please do your research before you ever waste your time and money on this company. I read plenty of reviews warning me against it beforehand and I didn’t adhere to their advice and I sincerely regret it.
I ordered a dress for a New Year’s Eve Gala my boyfriend and I are attending tonight. The allure of renting an Herve Leger dress for $ 45 pulled me in about a month ago and I scheduled the dress the come a day in advance as the site says «it’s stylists recommend.» I chose to rent it for 4 days — you can chose 4 or 8 day rentals and I wasn’t going to pay double for only needing to wear it for a day, however clearly that’s what is required in order to have a successful experience with this service. This was my first time ordering, so I even got 20% discount. I thought this was the greatest thing I’d ever heard of, in fact I even raved about it to a dozen of my friends, I see now that it was a scam and too good to be true. I received a notification from the company that my order had shipped and was scheduled to arrive at 8 PM the night before– that was perfect! However, yesterday (the night before) I clicked the tracking number and it said my order would not arrive until Monday, January 4^th, two days after I was supposed to have shipped the dress back to them. I emailed the company and sat on the customer service hotline for a half hour this morning… Apparently this happened to nearly everyone who ordered a dress for New Year’s Eve according to customer care… what kind of service is that? They didn’t even offer to send another dress, do same day shipping to me as they should’ve… The only thing they told me was I could go to one of their locations and look for a new dress, but there would be a long line for fitting rooms because it’s New Years Eve… When I shouldn’t have to do that because I planned ahead.
So now I’m dressless on the day of my event, out all the money I spent, and I wasted a hell of a lot of time waiting around for answers.
If you’d like your special event to be ruined, order a dress from Rent the Runway.

I rented a dress from RTR for my holiday party on December 4^th. My dress arrived a few hours before the invite, which was stressful. The dress was nice.
After I wore the dress, I put it in the package and sent it back the very next morning. I just got an e-​mail from them saying they were going to charge be $ 157 for a late return fee. This is RIDICULOUS! It isn’t my fault that the mail service didn’t return it to them on time.
When you call the customer service line, all they do is tell you to leave a message.
What an AWFUL EXPERIENCE. I will never order from them again, and I will be telling all of my friends not to order from there.

Unfortunately, I’ve had the same horrible experience as other clients who’ve posted to this forum.
By the time RTR notified me that my order was, in fact, not going to arrive (due to dress damage or late return), there were only 36 hours remaining until my event. The holiday season and short notice from RTR left me with only several available options on their website; all of which were either not appropriate for the event or not appropriate for winter months.
I was left dress-​less.
It was extremely disappointing and frustrating to rely on a company who’s sole purpose is providing a dress for a specific period of time in exchange for money. Clearly, their platform is flawed. (emphasis added) If RTR is unable to provide the merchandise, the client should be well aware of the situation several days in advance of selected delivery date.
Secondly, the above is not my first horrible experience with RTR. The first being last winter when the dress order was sent to the wrong address. This resulted in my driving 45 minutes each way to retrieve the merchandise. RTR consultants merely apologized and offered two promo codes for a future rental (one issued for wrong delivery and the other for my picking up the material).
When attempting to use the promo codes, I was told I could only use one per order — this was completely unaccepted — and after 45 minutes on the phone demanding to speak to a manager, RTR refunded the amount for both promo codes.
In conclusion, RTR service does not have the correct logistics in place to meet customer needs.
Two thumbs down.

Is it possible to leave ZERO stars?! This is by far the worst business in America. CAVEAT EMPTOR! Do not ever do business with Rent the Runway! They have no respect or care for any of their customers. They don’t listen or even appreciate business when presented. RTR ruined my friends wedding. Should be called RUIN THE RUNWAY!

If I could do negative stars, I would.
I rented my original dress a month before my event (my brother’s wedding). The night before it was slated to arrive, I get an email that something happened to that dress, and it wasn’t going to arrive and that I had 1 hour to pick out something else, or they would just send me a replacement.
As I was at work when I received this email, I responded with two emails, asking for help and never received a response, so I ended up picking 4 dresses that I wasn’t crazy about, but at such last minute, were the only things available. They sent me a dress I didn’t like and was way too revealing for my conservative black tie event and not at all what I was looking for. I emailed them again expressing my disappointment in their service or well lack of service really. Because I went to the higher ups, I did receive an email back with assistance to actually pick out a better dress. That dress was supposed to arrive by noon on Saturday, the day of the event, guaranteed, per the email from the stylist.
On my own, I checked the status Saturday morning, because I had a sick feeling in my stomach and apparently the delivery status changed, and wasn’t going to arrive until Monday, obviously way too late. That I didn’t even receive a notice about the change in status and had to check for myself, is beyond reprehensible.
Further, when I called to find out what happened, their response was oh, we will issue you a full refund. Clearly no one understands customer service over there. Instead, what someone should have done is get on the phone immediately with UPS to find out where it was and see if there was some way to get it to me, because as I found out later, it was in only 45 mins from the venue. And they could have either got someone to get me the dress or at the very least, I could have picked it up.
Even more so, after I was already disappointed in their customer service after the way they handled my order already they are seemingly passing the buck and blaming UPS. It’s a cop out. You should be responsible for your products and service and trying to blame someone else, is childish, bad form and no way to run a service oriented business.
Never again.

The clothes are not in good shape but are sent out anyway.
I have used RTR at least 4 times but will never do it again. 3 out of the 4 times the dresses I received were torn, damaged or had been altered by the previous renter. One dress I received had the entire hem ripped out and if was shredded across the bottom. Customer Service was no where to be found… literally, the phones were down for 2 days, so I was left without a dress for a formal event. The jewelry is not high quality and was also damaged. I was given a refund because I documented with photos and had to work my way up the chain to get good service.
I have learned my lesson and will not be back.

To anyone who has used or is thinking about using RENT THE RUNWAY… Please read…
Word to the wise…
I have used RTR at least 4 times and have received damaged or ripped dresses 3 times. Sometimes I was able to salvage the dress, but twice I was left without a dress and the company does not offer refunds!
This website is a money scam.
They charge your account when you book the dress and when then, when it arrives damaged, you’re essentially screwed.
I can’t believe I fell into the trap and continued to hand my hard earned money over to this mismanaged company. Be an informed consumer and do not support this company.
Also, the dress quality is questionable. These supposedly «glamorous» gowns that are hundreds of dollars are not well made and the material is often cheap looking. Here’s why:
Often, what you’re wearing is a replicate of the gown, you’re not actually renting the expensive original dress. You’re wearing a cheap copy! RTR, circulates originals and copies to keep people from catching on.
Perhaps the odds were not in RTR’s favor this time.
PLEASE REPOST AND SPREAD THE WORD!
Don’t be played by these scammers, Ladies!

To anyone considering using this company, PLEASE read my reviews. Hopefully it will stop you and save you some money and a lot of trouble.
Checked my credit card statement online this morning to find out that I have a charge from Rent the Runway in the amount of $ 341.44. I haven’t used RTR in MONTHS (last order was in May ’15). This is a VERY serious fuck-​up on their part, to just randomly charge someone almost $ 350, months after stopping service without any warning whatsoever. No email, no phone call, nothing.
I emailed customer service and am now waiting for a response. I’m also trying unsuccessfully to remove my credit card information from their website — I can’t find a button that says remove payment info, only one that says ADD NEW CARD info. Figures.
If I don’t get a response within the next 24 hours I’ll have to report this as fraudulent charge. I regret ever using Rent the Runway.
Update:
After I sent them an email questioning the fee, Shari C from RTR emailed me this:
I apologize for the charge you are seeing on your credit card statement.
I’m not able to location exactly where that charge is coming from. There are no orders or pending late charges on your account. I recommend flagging this charge as it can indeed be fraudulent.
If you have any additional questions or concerns, please do not hesitate to reach out to us!
6 hours after this Shari C told me she couldn’t locate the charge, I got another email from RTR:
Dear Rent The Runway Customer,
Your Rent the Runway Unlimited membership was cancelled per your request. According to our records, the return date for the items in your queue was 5÷27÷2015, but we are showing that we have still not received the returned merchandise.
As a result, the credit card on file associated with your Unlimited membership has been charged $$ 313.25 (plus applicable taxes), 70% of the retail value of each outstanding item per the terms of your membership agreement.

In order to receive full reimbursement for this charge, please return the following items within two days of receiving this notification. After that point, you will begin to incur a $ 50.00 late fee for everyday these items are returned late. The total late fee accumulated will be deducted from your reimbursement.
List items:
Ethereal Gold Dress
In order for your refund to be processed, please respond directly to this email to confirm when you have returned your items.
Fashionably yours,
Rent the Runway
As per my first and second review, I really thought that RTR has solved the mystery of the missing dress. NOPE — they just buried it in my file and CHARGED MY CARD $ 350 MONTHS AFTER I QUIT MY UNLIMITED MEMBERSHIP!!! WITHOUT WARNING!
I reported this charge as fraud and have already cancelled my card. I suggest you do the same thing if you ever give this company your credit card info.

I wish I could give RTR zero stars. After not getting a dress I’d rented for my birthday and having two random dresses sent to me to make up for it, I took a chance and tried them out again.
Now I am looking at a $ 350 bill for a «free» dress because of their $ 50/​day late fee. Oh, and I reached out and have heard nothing back from them… just the collection agency.
But a review didn’t seem like enough, so I wrote an entire post on it on my blog:

I had a great experiencing renting a dress with RTR for a wedding in the spring so I decided to do an article about professional women using services like rent the runway. I spoke to a customer service representative who encouraged me to sign up for the service when I was ready to write the article. When I started to put some ideas for the article I requested to join and was told that they had no clue how long I would be on the waitlist for. I tried to call multiple times and never heard back from anyone. At first I thought RTR had horrific customer service. However aftering being in touch with Lauren everything was solved. It is really great for the company to have a person like her on their staff.
I’m really looking forward to ordering more dresses and outfits from them! More updates to come.

Terrible customer service and deceiving FALSE advertisement.
I just recently joined RTR– so in return they sent me a promo code FIRSTRTR3 «Enjoy 3 dresses for 1 price» that’s exactly what the advertisement reads, fine print didnt specify any other information to be concerned with so i went ahead and rented 3 dresses thinking i will pay the higher price of the dress i picked (per normal) and get the other ones for free. WRONG. they charged me for all 3 dresses, when i wrote to customer service, i got a reply from Leann G who basically said that i was confused over the promo code and gave some half ass explanation as to why they are charging me for 3 dresses. I replied back and i said this is not what the writing on the bottom of the promo code states, that it clearly states rent 3 dresses for the price of one. No one ever got back to me! Why would RTR try to deceive customers in that way? Im uploading pictures of exactly what the promo codes states and let the people be the judge. In the future i will not do business with them again. I don’t appreciate being lied to and don’t deal with companies who use FALSE ADs to deceive customers.

I’ve heard a lot about RTR from several friends so I decided to try them out since I’ll be attending a wedding soon. I measured myself and used RTR fitting guide as something to go by. The dress I wanted was a BCBG dress and I even went to the BCBG website to go by their sizing for dresses as well. I ordered a size 4 and I even went up a size to a 6 for wiggle room. I order clothes online. I know my body and size and how they differ from each designer.
When I got the dress I was excited until I opened the box and the dress was wrinkled and it smelled. The hems were frayed and the zipper was almost falling off the dress probably from it being worn and zipped up too many times. I was disappointed. Within 15 minutes of UPS dropping it off at my porch and me trying it on, I stuck the two dresses back into the UPS return package and went to the UPS store ASAP.
I wish I read the reviews here before using RTR because they will NOT give you a refund to your credit card, which is ridiculous. I now have a merchandise credit for a service I never want to use again. I will never recommend RTR to anyone. Plus if I wanted to swap to another dress… you can get another one shipped over night to you for an additional $ 13.
Now with a wedding 4 days away, I have no dress. It’s not like I waited until last minute. I went to Nordstrom, Macys, Dillards, Neimen Marcus, Saks Fifth Avenue and possibly any store with designer dresses and couldn’t find any that I like.
What the hell am I suppose to do now with the merchandise credit I am going to receive? I am not interested it any other dresses RTR offers nor am I interested in using their business again.
Thanks RTR for leaving a terrible first impression.

Preach it, low-​star Unilocal reviews! I rented a gorgeous long black Badgley Mischka gown for a black tie event on a Sunday evening in Beverly Hills. I was stoked that I would receive 2 sizes of the same gown to guarantee fit. I rented 2 weeks in advance, the gown shipped from New Jersey on the Monday preceding the Sunday event. All’s well, right? WRONG.
RTR stupidly uses UPS Ground shipping, which is one of the only shipping services that are not guaranteed to arrive on the day scheduled. My gown did not get delivered on Friday by 8pm as RTR «promised» — — instead, UPS can’t get it off their flatbed trailer into my waiting arms until the following Monday (the day after my event.)
I called customer service to raise hell. Stylist Christina H. sounds like she’s heard my problem before. She looked into the tracking info on my dress, and told me that because the UPS ground service had delayed my shipment, and because my event was on a Sunday, «there is nothing RTR can do.» I heard that twice yesterday, from UPS and RTR. Christina kindly offered me a coupon code for a free rental should I choose to use the service in the future. I appreciate the gesture, but as a first-​time RTR customer, how likely am I to come to RTR again once this tragedy has happened? RTR left me stranded with 1 day to find a replacement. (Especially because I live in Los Angeles and there are so many better options!)
RTR blew up as a couture styling service. They’re a nationally known company and could command respect if they would tweak their business plan. Corporate Office: LISTEN UP! I would really consider using a better shipping service so that customers don’t experience this type of panic and hassle the day before their event. Your calendar requests customers to put in the date and time of their event, obviously the dress needs to arrive BEFORE that date!