Rent The RunwayReviews 657

I cancelled my subscription on the day it renewed and was still charged. I called customer service to ask for a refund as I did not want to renew and I had not selected any items. The service did not fit my needs this month. I was told I could not receive a refund per their policy as i needed to cancel the day before the renewal. I have never heard of a subscription service, which has not provided any services so far this month mind you, refuse to issue a refund. When I asked to speak to a manager or someone who could help as this agent said the only person who could issue the refund was a manager I was told I'd hear back in 1-2 business days via email. I'd think twice before signing up for this subscription service. To boot last November, I had rented a dress for a wedding through RTR. They sent the completely wrong item. I was scrambling days before the wedding on what to wear and ended up buying something since the dress they sent by mistake was not even close to appropriate for a wedding. Had to call customer service then too and while they were a little more understanding their was no solution offered other than they'd refund me. Which it's like thanks? I didn't order what you sent least you could do. They didn't offer any expedited shipping, nothing. Months later i'm repaid with yet another cheap action on their part. Overall, really poorly run company that has been unreliable too many times in less than a years span. Rent from Nuuly. I've rented from them and the experience is way better. Not to mention way more day to day looks. The last year Nuuly really expanded it's formal/wedding wear. Nuuly has great customer service too. In the years off and on I subscribe I have not once had an issue and they are much more affordable. From items sent, to accidentally forgetting to cancel before the next shipment was selected/went out they have always been reliable. All in all my advice would be SWITCH TO NUULY.

I recently decided to give Rent the Runway another try after a poor experience nearly three years ago. Unfortunately, it seems that not much has improved since then. I find their practices to be quite misleading, particularly when it comes to the availability of items. It's frustrating to be able to "heart" items that aren't actually available for months, creating unrealistic expectations.

The customer support experience hasn't been much better. Despite providing detailed information up front to Jessica, I was asked to share answers to questions that I had just shared specific links of what I wanted, which suggests a lack of effective training. This is both inefficient and exasperating.

Moreover, Rent the Runway appears to prioritize getting customers in the door rather than being transparent about item availability. The focus seems to be on offering refunds rather than addressing the root issues, which does little to rebuild trust or improve customer satisfaction. A more honest and upfront approach would be greatly appreciated.

Clothes arrived with a pungent stale, dirty smell. The clothes appeared dingy although my opinion may have been influenced by the smell. I noticed when completing the review "bad odor" was a choice. They would not refund my membership cost even though I returned the clothes within 24 hours, they terminated the chat and would not pick up with subsequent attempts.

I ordered a wrap dress to wear for my birthday dinner. Came in damage. Chat with cust. Serv. And was denied credit as it I didn't called within 48 hrs. My order was sent way ahead of my event and I didn't put the dress on with I was ready for dinner and found out the hooks for the wrap dress were missing. This is a total scam company. It's not my 1st time having issues with them. Horrible customer service. I'll never order anything from them again. I'll call my bank and stop payment.

I requested a swap within 2 days of receiving my RTR order. I returned my items on the day they requested, documented the tracking info with weight, kept the tracking label - and the items showed up as "past due" which means I can't use any more of my monthly swaps. UPS had a delay (their fault - documented) and I sent the tracking info to RTR. The RTR team indicated they would have no other choice but to wait for their company to receive the items, which (because they ship snail UPS ground) would mean I have to wait 7 full days from shipment to receipt of the package, even if it takes them two days to fully receive my order.

Which could mean a longer delay and the imposibility of swaps per my account.

My initial order arrived with a dirty (way too worn) Phillip Lim purse, as well as a Jason Wu dress that smelled like cigarette smoke and Dryel. Not an awesome combination.

This is my 3rd round wirh RTR and honestly I always hope it will be better. It seems to have progressively gotten worse over time. I know its time to move on!

Rented a top for a Grand Wine tasting and just learned the day I'm supposed to receive the top that it's not going to make it on time, Worse, I didn't get notified from RTR - I was notified by the 'shop' app on my phone. No explanation. They asked if they can over night a substitute and after rushing to make a decision on something else, they told me that it was too late in the day to send anything out.
So now I am 100% stuck. Also learned that even though it's arriving 2 days late (on 2/2), I still have to return in on 2/3 (Saturday) and I am out of town. Had planned on returning it on 2/2. NOW I AM GOING TO GET CHARGED LATE FEES OF $50 per day. The damn shirt only cost $60 to rent for a 4 day rental. Spent 1.5 hours of my day trying to make any kind of logical compromise out of this situation. They obviously don't need my business so peace out.

I rented some earrings which I returned. They are alleging I didn't return, but I have no way to prove it. They were $400. Now my credit card was automatically charged. I am so upset because I should have kept them if I was being charged! I won't be using them again!

Really disappointed with Rent the Runway. I was overcharged for my membership and CX were not very helpful.
I also ordered lots of items and they come very used (several pieces had holes in them, one piece smelled as though it had not been washed)
Have cancelled my membership and joined a different rental service!

Their website did not give me the confirmation that my membership application was approved and it kept taking me back to the sign-up page. So I had to create another account using 2 of my cards, it turned out the first application was approved and I got 2 memberships. I was not able to order because all of the stuff that I wanted was not available. I went ahead and canceled the second membership but they still charged me for a monthly bill after cancellation. They ripped me off $300 without getting anything from their service, And all they can tell you is it's a non-refundable policy but it's their website fault to begin with. Will never pass their company's name even to my worst enemy, they are not willing to work with the customers.

I have found that RTR has more customers than clothing, I am very disappointed in the selection of clothing, I will give it 2 stars for ease of sign up and delivery, but no stars for availability

I tried the 5-piece monthly membership at Rent the Runway for the first time, and it was highly disappointing. The text concierge service was surprisingly helpful. However, there were several issues:
1. I tried to only ship 3 items in my 5-item membership. They wouldn't allow that, so the concierge was able to fill my bag
2. I had a few gowns selected for a wedding, and one particular gown I had my heart set on. It was my favorite piece. RtR shipped my bag, but the package never arrived. When I emailed them asking, they responded 16 hours later saying UPS had incorrectly sorted the package and sent it back to RtR. They asked me to re-fill my bag with the items I needed. My gown I wanted was not available in any sizes, and another gown I had in my basket was not available in a size I had previously ordered too. I asked customer service to just re-ship the same bag that had been returned to RtR, since I know the items in there are available even if not showing online. They said it was not possible, and so I spent more time wasted finding more gowns to add to my bag and attempting to ship them to me again before the wedding.

I am extremely disappointed that RtR couldn't fix the problem or assure me that it wouldn't happen again. Fingers crossed my 2nd shipment gets to me in time before my wedding.

I ordered 2 styles and one was unavailable. I missed the deadline to select a new style and contacted customer service via chat and they were willing to work with me to make sure my issue was remediated. Nicest customer service team, great quality and selection, 100% would order from RTR again!

I have tried to cancle this subscription and i just found out that it never got cancled. This has been charging my card for $158 per MONTH for two years. Its an old account. I ordered once and its scammed me. DO NOT USE THIS SERVICE

I cancelled my recurring shipments because the odor of some of the clothes was disgusting.
I sent in my last shipment and they said a dress was missing. It is not. I didn't even wear it because it didn't fit. So now I'm charged $200 for a dress I never wore and it feels like it's their last effort to squeeze more money out of me. They asked for the tracking number. It's their own shipping label! And it was shipped with items that they received!

This company is gross.

Found out we have been paying for this for over a year. We used it once. Profit driven to the max. Never a follow up email or phone call to inform us about this being active and unused. A fool and his money are soon parted. I'm a fool for signing up and a fool for trusting this company to look out for their clientele. Make it easy on yourself and go to a store or an online company that updates your regularly on your usage/ pauses your account if not being used. Integrity is hard to find in the corporate world.

The concept of rent the runway is great, but the company itself is not interested in customer satisfaction or in being an honest, fair company. They send pretty old, worn clothes that often smell bad and it's incredibly difficult to get refunds or help from customer service. If you purchase an item from them you will likely regret it. You have such a short window to return the item you basically have to send it back the same day and there are fees associated with returns. It's just an all around dishonest company that doesn't care about stealing money from people. I'd stay far, far away. I honestly can't wait to see this company go under, it is run by bad people.

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!